Service Desk Team Leader

2 weeks ago

Queenstown, Singapore Rapsys Technologies Full time

Greetings of the Day,

Hope you are doing good,

We are looking out for **Service Desk Engineer for Singapore Location**.

**Please find the attachment of JD for your reference and let me about your interest level towards this opportunity.**

**If you are interested for this position, kindly reply with the below details.**

Current Location in Singapore:
Total Exp:
Relevant Exp (Service desk ):
Customer Service Exp:
IT Exp:
Current salary:
Expected salary:
Notice Period:
Reason for looking Change:
Nationality:
Visa Status with validity:
Are you ok for Changi work Location : Yes/NO:
Are you okay for below shift pattern : Yes/No:
Any career gap if yes, from when to till and reason:
**Shift Time Remarks**

Shift 1 7:30am-4:30pm Office Hours
Shift 2 8:00am-5:00pm Office Hours
Shift 3 8:30am-5:30pm Office Hours
Shift 4 9:00am-6:00pm Office Hours
Shift 5 2:00pm-11:00pm Evening Shift
Shift 6 3:00pm-12:00am Evening Shift

**Job Title: Service Desk Engineer**

**Job Location: Singapore**

**Work Location : Changi**

**Client: Lenovo PCCW**

**Permanent with Rapsys (Our Company)**

JD:
**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**:

- Analysing
- Delivering Results and Meeting Customer Expectations
- Achieving Personal Work Goals and Objectives
- Working knowledge of a range of diagnostic utilities, including incoming

transactions/telephone recording monitoring tools/utilities.

**EXPERIENCE/KNOWLEDGE & SKILLS**
- Excellent communication skills and telephone manner. (Interpersonal skills, with a focus on

listening and questioning skills)
- Excellent organisational skills
- 0.6 to 1 years previous Lead IT Service Desk and/or Call Centre experience required
- Managing incidents including business expectations and communication
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and

Office 2007
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service

any terminal service client, personal computers (PC) that has authorized access to the

network.
- When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the

issue/problem to proper tier 2 and 3 support team members
- Develop trends by monitoring and analysing incoming calls, problems and support requests
- Perform post-resolution follow ups to help requests
- Reinforce SLAs to manage end-user expectations
- ITIL Knowledge will be a plus.

**Experience**:

- Service Desk Lead: 1 year (preferred)

Work Location: In person

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