Service Desk Team Leader

5 days ago

Queenstown, Singapore Rapsys Technologies Full time

Greetings of the Day, Hope you are doing good, We are looking out for **Service Desk Engineer for Singapore Location**. **Please find the attachment of JD for your reference and let me about your interest level towards this opportunity.** **If you are interested for this position, kindly reply with the below details.** Current Location in Singapore: Total Exp: Relevant Exp (Service desk ): Customer Service Exp: IT Exp: Current salary: Expected salary: Notice Period: Reason for looking Change: Nationality: Visa Status with validity: Are you ok for Changi work Location : Yes/NO: Are you okay for below shift pattern : Yes/No: Any career gap if yes, from when to till and reason: **Shift Time Remarks** Shift 1 7:30am-4:30pm Office Hours Shift 2 8:00am-5:00pm Office Hours Shift 3 8:30am-5:30pm Office Hours Shift 4 9:00am-6:00pm Office Hours Shift 5 2:00pm-11:00pm Evening Shift Shift 6 3:00pm-12:00am Evening Shift **Job Title: Service Desk Engineer** **Job Location: Singapore** **Work Location : Changi** **Client: Lenovo PCCW** **Permanent with Rapsys (Our Company)** JD: **Responsibilities**: - 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 Lead 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. **Experience**: - Service Desk Lead: 1 year (preferred) Work Location: In person

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