IT Service Desk Engineer

1 week ago

Singapore Kaplan Learning Institute Pte Ltd Full time

COMPANY DESCRIPTION

Kaplan is one of the world’s largest and most diverse education providers with over one million students globally. Headquartered in US, Kaplan is part of Graham Holdings (formerly The Washington Post Company) and is its largest subsidiary.

Kaplan in Singapore has students from over 35 countries and regions. As a Lifelong Integrated Learning Partner, we offer over 450 academic programmes for higher learning and professional certification courses for skills development, providing opportunities for individuals to always stay relevant. To date, these opportunities have benefitted over 95,000 graduates.

We have a diverse team of individuals dedicated to our mission to help individuals achieve their educational and career goals, and build futures, one success story at a time. Our core values - Opportunity, Knowledge, Support, Integrity and Results - help guide the way we work.

At Kaplan, we provide a stimulating and professional working atmosphere with plenty of room for initiatives and growth.

DESIGNATION : IT Service Desk Engineer

RESPONSIBILITIES

**Key Roles and Responsibilities**
- Providing 1st line IT support for incidents and service requests in person or via remote support tools
- Taking ownership and a proactive approach to ensure all incidents or service requests are resolved or closed within the agreed upon SLAs
- Recording, tracking, and documenting the lifecycle of an incident or request within the ITSM system following ITIL best practices
- Fixing causes, not just symptoms, and doing what is necessary to prevent problems from recurring
- Investigating and implementing ways of reducing calls to the Service Desk
- Managing end-user accounts, permissions, and access rights to various technology platforms while ensuring that all local and regional InfoSec and compliance requirements are consistently observed
- Providing 1st line Microsoft 365 support
- Managing on prem and Azure AD user and group objects
- Contributing to our knowledge base and writing support documentation
- Working effectively and productively within a team and with vendors as required
- Setting up and configuring new hardware to meet business requirements
- Monitoring and maintaining network equipment, servers, and VOIP telephony systems
- Keeping up to date on technology and new IT support techniques
- Keeping peers and the Service Desk Manager informed of trends, significant problems, and unexpected delays
- Recognizing when to escalate IT issues to 2nd line support or other IT groups
- Following the ITIL Framework when managing an Incident life cycle
- Supporting the collection and administration of faulty devices with 3rd party supplier, while monitoring the process from collection to return of device
- Delivering results set against individual and team KPIs

QUALIFICATIONS

Diploma or Degree in Computer Science or Information Technology

OTHER INFORMATION

**Technical Competencies Required**
- Working knowledge of SOX, PDPA, PIPL, GDPR, PCI DSS, ISO 27001 regulations and standards
- Working knowledge of ITIL’s ITSM framework
- Working knowledge of Microsoft 365, on prem & Azure AD, network technologies, and VOIP systems
- Sound knowledge of Win 7/10/11, Mac OS, MS Office productivity suite, and general desk support

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