ServiceDesk Engineer

Responsibilities:

• Perform day-to-day IT Infrastructure Operation tasks, Monitoring and Health checks.
• Serve as the first point of contact for customers seeking technical assistance over the phone , email and ticketing system.
• Provide End User Technical Support (Including but not limited to Phone, Onsite and By Electronic Means).
• Ensure calls are answered and emails are responded in a timely manner.
• Perform first level diagnostic and troubleshooting on all detected fault notifications or reported incidents and escalate incidents to 2nd level per work instructions.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Track and document issues and compile incident reports.
• Manage customer expectations and maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Incident testing and replacement of faulty equipment.

Requirements:

• Diploma IT, Computer Science or relevant field with related work experience.
• Proven experience as a helpdesk engineer or other customer support role.
• Good understanding of computer systems, IT infrastructure and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented.
• Able to work shift hours.
• At least 2 years' experience in ServiceDesk support
• valid Singapore driving license