IT Helpdesk Engineer

2 weeks ago

Ang Mo Kio New Town, Singapore PRIMESTAFF MANAGEMENT SERVICES PTE LTD Full time $40,000 - $60,000 per year
  • The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)
  • Providing remote support for end-user devices, applications, portal, policies and network connectivity via phone and email.
  • Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
  • Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
  • Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
  • Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
  • Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Requirement:

  • Min Higher Nitec in IT related fields
  • Min 1 year experience as technical Service Desk
  • Managing incident and enquiries through ITSM tools (e.g., ServiceNow, Remedy).
  • Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support

  • Working Hour:

  • Rotating 12-hour Day or Night shift.

  • 2 days work with 2 days off day.

EAP No. R1982267

EA License No. 95C5411

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