Service Desk Engineer

2 weeks ago

Singapore HELIOS SYSTEMS PTE LTD Full time

**Service Desk Support Engineers Needed**

**Key Responsibilities**
- Service Desk Support Engineers / 1st Level Support
- Registers, classifies and categorizes incidents and service requests, and undertakes an immediate effort order to restore a failed IT service as possible [i.e. First Call Resolution (FCR)]
- Pro-actively interacts and gathers additional information from customers/users, as required
- Escalates next level of technical support for incident resolution, as appropriate
- Monitors the progress and status of all open tickets toward incident resolution ad requests fulfilment
- Monitors and keeps customers/users informed of ticket status and updates at agreed intervals, till ticket closure
- Provision to support Major incidents, as required
- Forms part of Request Fulfilment group specializing in fulfilling certain types of Service Requests (broadly refers to Standard Changes or Pre-Approved Change Request)
- Responsible to produce breaching and ageing reports for tickets logged by Service Desk
- Contributes and supports by identifying any gaps or shortcomings in the current processes, procedures and services; propose or recommend improvements to bridge these gaps
- Basic diagnosis and provide support to resolve issues related to M365, Active Directory, Windows Operating System
- Basic know-how and support on Network issues such as Ping, DNS, Traceroute, HTTP, SSL

**Qualifications/Experience/Knowledge**
- 1-2 Years’ experience required in call centre managed services
- ITIL Foundation Certification
- CISCO CCNA Certification (Will be advantageous)
- Strong Call Handling Skills
- Familiar with BMC Ticketing System
- Able to work 12hrs shift (9am to 9pm) and (9pm to 9am) work 4 days and rest 3 days

Location: Henderson Road

Duration: 12 Months Contract (Renewal)

**Salary**: S$3,000 - S$4,200, including Shift and Weekend allowances

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: $3,000.00 - $4,200.00 per month

Schedule:

- Day shift
- Early shift
- Late shift
- Night shift

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