Service Desk Engineer L1

3 days ago

Changi, Singapore Rapsys Technologies Full time

Provides 24x7 Service Desk support as defined by first response/Tier 1 support. including hardware/software, passwords, and printer problems. - Be required to perform 24 X 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements. - Shift work is required.. **CORE COMPETENCIES**: - Analysing - Delivering Results and Meeting Customer Expectations - Achieving Personal Work Goals and Objectives - Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities. **EXPERIENCE/KNOWLEDGE & SKILLS** - Excellent communication skills and telephone manner. (Interpersonal skills, with a focus on listening and questioning skills) - Excellent organisational skills - 0.6 to 1 years previous IT Service Desk and/or Call Centre experience required - Managing incidents including business expectations and communication - Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007 - Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) that has authorized access to the network. - When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members - Develop trends by monitoring and analysing incoming calls, problems and support requests - Perform post-resolution follow ups to help requests - Reinforce SLAs to manage end-user expectations - ITIL Knowledge will be a plus. Work Location: In person

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