Service Desk Engineer

2 weeks ago

Singapore Ensign InfoSecurity Full time

Ensign is hiring

**Responsibilities**:

- Ability to lead shift and assist Team Lead in SD operations
- Provide support guidance to shift members and to handle difficult customers’ call
- Responsible for 24x7 helpdesk support. To provide excellent customer service support by managing internal and external customer’s enquiry, requests or complaints in a timely manner according to customer SLA.
- Ticket opening, tracking and closure of incidents/change management/service requests. To ensure requests or complaints are routed/escalated to appropriate channels and follow-up actions were taken promptly. Monitor, track and communicate status of incidents and service requests.
- Perform basic diagnosis and 1st level troubleshooting and resolution.
- To perform monitoring of customer’s equipment and critical systems.
- Handle ad-hoc assignments as instructed by Service Desk Supervisor;
- To provide general administrative support to the team

**Requirements**:

- Requirements include, but not exhaustive:

- Minimum NTC/ITC/Diploma in IT or related areas
- Preferably 1-2 years of technical/helpdesk support experience in relevant industry is advantages
- Good interpersonal, communication and organization skills
- A strong customer service mind-set
- A good team player
- Willing to work in rotating 12 hours shifts

Preferred Skills /Qualities:

- Basic IT Infrastructure knowledge
- IT Industry certification - ITILv4 Foundations or equivalent (preferred)

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