Service Desk Support Engineer

1 week 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

    6 days 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...

  • IT Support Engineer

    2 days ago

    Singapore IT Support Full time

    We're looking for **Desk-site Support Engineer** in Singapore With the following requirements/skills: Basic network skill - W10 - Office 365 - Active directory - Language : English Soft skills: - Takes / shows initiative - Can work independent and is also a team player - Takes responsibility **Contract duration**= 12 months (Extendable) **Location**:Great...

  • Service Desk

    1 week 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 Support Engineers

    7 days ago

    Singapore AsiaPac Distribution Full time

    **Service Desk Support Engineers**: **Key Responsibilities**: - Provide 1st Level Support to users - Registers, classifies and categorizes incidents and service requests, and undertakes an immediate effort in order to restore a failed IT service as possible [i.e. First Call Resolution (FCR)] - Pro-actively interacts and gathers additional information from...

  • Service Desk Support

    3 days ago

    Singapore NETS Group Full time

    Join or sign in to find your next job Join to apply for the Service Desk Support role at NETS Join to apply for the Service Desk Support role at NETS Get AI-powered advice on this job and more exclusive features. The Service Hub division at BCS provides operational support to BCS and participants. The division ensures seamless participant...

  • Service Desk Engineer

    5 days ago

    Singapore Rapsys Technologies Full time

    **Responsibilities**: - 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**: -...

  • Service Desk Engineer

    1 week 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 Tate Asia Full time

    **Service Desk Engineer** **SUMMARY**: - Our client is looking to hire a Service Desk Engineer who can provide technical support to users on Network (Switch, Firewall, Access Point), System (VMware, VXRail), DWDM Services (Adva, Ciena, Dark Fiber) Should the reported incident ticket (fault) not resolve-able by Service Desk after remote troubleshooting, the...

  • Service Desk Engineer

    1 week 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

    7 days ago

    Singapore ENNOVATEZ PTE. LTD. Full time

    **Service Desk Engineer** We are looking for experienced full-time Service Desk engineer to provide End User Computing or Service Desk support to APAC Region in Singapore. **Responsibilities**: - Provide level 1.5 End User Computing support and well verse in Windows OS - Diagnosing end-user system failures and implement repair solutions. - Diagnosing...