Service Desk Engineer

**Position Details**:
**Company : U3 Infotech (Payroll)**
**Role : Service Desk Engineer**
**Position : Contract**
**Duration : 12+ Months (Extendable OR Renewable)**
**Location : Singapore**

**A. Overall Purpose of the Job**

**B. Key Responsibilities**
**The scope of responsibilities includes the following**:

- Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
- Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.
- Escalate unresolved issues to relevant next level support team (L2/L3)
- Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process
- Handle user account lifecycle management (Joiner, Mover & Leaver), access provisioning in accordance with company IT security policies.
- Perform regular out of office hours on call duties as per operational needs
- Oversee DSAT feedback and take corrective action
- Oversee daily cessation activities and evaluate any potential issues to ensure compliance with audit requirements.
- Manage and process IT service requests, assist in projects including user profiling setup, software installation, and system configuration
- Assist in DWS (Digital Workplace Services) BAU tasks and projects such as but not limited to the following:

- OS imaging, deployment, upgrade, and tracking (Windows and Mac)
- Endpoint device management
- Hardware refresh
- Maintain up-to-date knowledge base articles for common issues, troubleshooting steps, and SOPs used by the Service Desk team
- Collaborate with cross-functional teams (Product Managers, Engineering, Architects, etc.), and business stakeholders and ensure proper escalation to improve service delivery and user experience.
- Communicate effectively with end-users, keeping them informed of the status of incidents and requests.
- Monitor alerts triggered from servers, databases, or systems and inform the respective teams for necessary actions.

**C. Job Profile**

**Required Qualifications**
- Degree/Diploma in Computer Science, Information Technology, or related field
- Proven work experience in an IT support function such as a Service Desk Agent, Desktop Support Engineer, or other similar roles
- Working knowledge and experience on ITSM ticketing tools (ServiceNow, etc.)
- Comfortable in supporting users over the phone, onsite, or remotely using remote access tools such as Team viewer
- Possess an ITIL v3 and above Foundation certification is an advantage
- Knowledge of user access management processes and tools such as SailPoint or OKTA is a plus.

**Required Competencies**
- Excellent written and verbal communication skills
- Good interpersonal and problem-solving skills
- Able to multitask and prioritize the tasks accordingly
- Pragmatic and flexible mindset to succeed in an ever-changing and dynamic environment
- Capacity to learn and adapt to new technologies fast
- Ability to proactively carry out tasks independently or with mínimal supervision
- Clearly and calmly communicating with team members or stakeholders to manage expectations and coordinate efforts during high-stress situations.

**Additional Notes**:

- 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 the team's scheduled roster.

**Company Overview**:
**Cheers Stay Safe & Healthy.**

Raghunath
Senior Recruitment Consultant
Talent Acquisition Team

Singapore | Australia | Malaysia | Thailand |Vietnam | India | Philippines| Hong Kong
Singapore

Mobile: +65 69800635

133 Cecil Street, Keck Seng Tower, #14-3, Singapore 069535

Data Protection Polic

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: $3,500.00 - $4,000.00 per month

**Benefits**:

- Health insurance

Work Location: In person