Service Desk Support Engineer

2 days ago

Singapore WIZ TECHNOLOGIES (S) PTE. LTD. Full time

**Job Description**:
The number one goal of everyone in our team is to make our clients exceptionally happy, as customer experience is key. The Service Desk Support Consultant (Level 1) plays an important role in making sure that happens, as the frontline member of the team. Our Service Desk functions as the Single Point of Contact (SPOC) for our clients.

Having excellent teamwork and communication skills, good ability to diagnose and troubleshoot issues quickly, as well as having a proactive, adaptable and a learning mindset enables us to be a pillar to our clients’ success.

**Roles and Responsibilities**
- Able to function on a 24 by 7, shift-rotational basis, including weekends.
- Ensure all issues are properly logged into the ITSM portal.
- Perform initial classification/prioritization of the incidents.
- Perform first level triage and troubleshooting on all reported issues, ask customers targeted questions to quickly understand the precise root of the issue.
- Refer to internal Knowledge Base or resources to provide accurate technical solutions.
- If unable to resolve, escalation to next level resolver group and keeping client informed.
- Ensure tickets are not ‘stale’ throughout the Incident lifecycle process, and all tickets meet the Service Levels (SLA).
- Furnish timely updates to customers on the status of outstanding incidents within targeted Service Levels (SLA).
- Prioritize and manage several open incidents at one time.
- Maintain ownership of incidents and follow-up with client on reported issues until closure.
- Manage customer expectations and notify Team Lead/Service Delivery Manager in the event of unusual surge in calls of a specific nature.
- Prepare accurate and timely reports.
- Maintain jovial relationships with clients.
- Contribute knowledge articles and maintain documentations for known errors/on-site processes.
- Collaborate with the internal IT team to communicate to the client the status of their ticket every step of the way, notifying them of any changes or outages related to their issue.
- Escalate tickets that require the Service Delivery Manager or Technical Manager support.
- Identify, communicate and mitigate potential risks to the Service Delivery Manager and clients.
- Act as the Monitoring Center for internal infrastructure, monitoring via dashboards and escalating appropriately to Level 2 or Level 3 team for remediation.

**Education, Work Experiences and Capabilities**
- Diploma in IT or Engineering (Electrical & Electronic, Computer Science, Telecommunication, Information System or the equivalent).
- ITIL v4 or other IT-related certifications will be an advantage.
- At least 1 to 2 years’ work experiences as an IT Service Desk Analyst, Technical Support Engineer, Desktop Support Engineer or similar roles.
- Hands-on experience with Windows/Linux OS environments.
- Basic experience in managing Active Directory, M365, VPN, Network or virtual computing infrastructure.
- Basic knowledge of cloud concepts and network infrastructure.
- Good understanding of computer systems (hardware and software), monitoring tools, mobile devices and other tech products.
- Intermediate knowledge on using Microsoft Office suite (e.g. MS Excel, MS Outlook, MS SharePoint etc)
- Excellent ability to diagnose, identify and troubleshoot technical issues.
- Excellent problem-solving and communication skills.
- Excellent time management and task prioritisation skills.
- Good attention to detail.
- Proactiveness, adaptability and a continuous learning mindset.

  • Call Support Engineer

    17 minutes ago

    Singapore STAR CAREER CONSULTING PTE. LTD. Full time

    **Call Support Engineer / Service Desk Engineer** Our Esteemed and Reputable Client is looking for a **Call Support Engineer / Service Desk Engineer **Requirements**: - Good in IT Helpdesk/ Desktop. - Proficient in Level 1 & 2 Support/ Helpdesk/ Call Support. **- **Experience in handling IT Desktop, Service Desk and Helpdesk experience. - Experience in...

  • Service Desk

    4 days ago

    Singapore NSEARCH GLOBAL PTE. LTD. Full time

    Our client, one of Asia-Pacific’s leading organizations is looking for: **Service Desk Manager** **Responsibilities** - Lead and manage the daily operations of the IT Service Desk team, ensuring timely and effective resolution of support requests. - Supervise and mentor a team of helpdesk engineers providing Level 1 and Level 2 support for Microsoft 365...

  • Service Desk Engineer

    2 weeks ago

    Singapore Rapsys Technologies Full time

    **Responsibilities**: - Provides 24x7 Service Desk support as defined by first response/Tier 1 support. - Be required to perform 24 X 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements. - Shift work is required.. **CORE COMPETENCIES**: - Analyzing - Delivering Results and Meeting Customer...

  • Service Desk Engineer

    2 weeks ago

    Singapore PLOY ASIA PTE. LTD. Full time

    Roles & ResponsibilitiesService Desk EngineerAs a member of the Service Desk team, this position serves as a single point of contact for all IT issues and requests reported by users through the different support channels (phone, email, Self-Service Portal, Tech Concierge Desk). It is responsible for providing support (remotely or onsite) on company supported...

  • Service Desk Engineer

    4 days 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...

  • Service Desk Engineer

    1 week ago

    Singapore PLOY ASIA PTE. LTD. Full time $60,000 - $120,000 per year

    Service Desk EngineerAs a member of the Service Desk team, this position serves as a single point of contact for all IT issues and requests reported by users through the different support channels (phone, email, Self-Service Portal, Tech Concierge Desk). It is responsible for providing support (remotely or onsite) on company supported computer software,...

  • Service Desk Engineer

    1 week ago

    Singapore PLOY ASIA PTE. LTD. Full time

    **Service Desk Engineer** Whats on offer: - Job Type: Contract - Duration: 1 year (highly renewable) - Location: Singapore, Central - End-user Environment - Requires Shiftwork (There are 3 shifts : Morning (normal hours), Afternoon-to-Night, Night-to-Morning.) - Shifts will be rotated monthly, including working on weekends and public holidays, according to...

  • Service Desk Engineer

    2 weeks ago

    Singapore ERP21 Pte Ltd Full time

    Full Time - Post Date: October 4, 2021 18252 **About the Position**: The Service Desk Engineer is responsible for providing first level technical support to the Client’s customers. He/She will work closely with Desktop Engineer (Level 2), Service Desk Team Leads & Technical Support Engineers to achieve this purpose. **Main Responsibilities**: - Record...

  • Service Desk Engineer

    4 days ago

    Singapore Rapsys Technologies Full time

    Provides 24x7 Service Desk support as defined by first response/Tier 1 support. including hardware/software, passwords, and printer problems. - Be required to perform 24 X 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements. - Shift work is required.. **CORE COMPETENCIES**: - Analysing - Delivering...

  • Service Desk Engineer

    3 weeks ago

    Singapore THE HACENS TALENT PTE. LTD. Full time

    Roles & ResponsibilitiesRole: Service Desk Engineer - L1Job Type: 1 Year Renewable ContractJob Summary:We are seeking a skilled and proactive Service Desk Engineer - L1 to manage and support the day-to-day IT infrastructure and systems of our organization. The ideal candidate will ensure the stability, integrity, and efficient operation of the IT...