Service Desk Engineer

2 days ago

East Region, Singapore Alphaeus Pte Ltd Full time $104,000 - $130,878 per year

Responsibilities:

  • Provide first-line technical support and issue resolution through phone and email channels, ensuring First Call Resolution (FCR) where possible.
  • Respond to incoming calls and emails promptly, adhering to response time targets and service level agreements (SLAs).
  • Perform initial troubleshooting for all reported incidents and escalate unresolved issues to second-level support teams according to established procedures.
  • Maintain case ownership by following up on open incidents until resolution, ensuring accurate and complete documentation of all relevant details.
  • Keep users informed with timely updates on the status of their requests and incidents.
  • Classify and prioritize incoming incidents based on urgency and impact.
  • Monitor and track incident progress, ensuring all actions and status updates are communicated appropriately.
  • Manage customer expectations professionally and escalate unusual call volumes or recurring issues to the Team Lead for further action.

Requirements:

  • Minimum Diploma in Information Technology or a related field.
  • Min 1 year of experience in end-user support / desktop support, or technical service desk roles.
  • Good working knowledge of Windows operating systems, Active Directory account administration, Microsoft Outlook, and mobile device support.
  • Strong communication, customer service, and problem-solving skills.
  • Ability to work effectively both independently and as part of a team.

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