Service Desk Engineer

9 hours ago

Singapore HUANG HE CONSULTANCY PTE. LTD. Full time

**Brief Description**:
Handling tickets and resolving EUC issues.
- Good knowledge of desktop support for both hardware and software
- Basic diagnosis and provide support to resolve issues related to M365, Active Directory, and Windows Operating System
- Ensuring user queries or issues are captured and validated for further processing
- Co-ordinate with different support team (including vendor coordination) to ensure issue resolved with proper resolution recorded
- Follow SOP and Policy defined
- Escalates next level of technical support for incident resolution, as appropriate
- Monitors the progress and status of all open tickets toward incident resolution ad requests fulfilment
- Monitors and keeps customers/users informed of ticket status and updates at agreed intervals, till ticket closure
- Responsible to produce breaching and ageing reports for tickets logged by Service Desk
- Responsible for Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow‐up till closure within agreed SLA
- Implementing best practices to reduce time and increase efficiency
- Incident ownership, monitoring, tracking and communication with all parties
- Focus on First Call resolution to ensure early closure of tickets

**Requirements**:

- Minimum higher NITEC or Diploma in IT related disciplines
- Minimum 3 years of relevant in IT service desk experience
- L2 desktop troubleshooting skillset
- Possess good customer service, communication skills and emotional intelligence
- Possess good phone etiquette

**Contract Type**: 12 Months

**Salary**: SGD2,800 to SGD3,500

**Work Environment**: School

**Location**: Dover & other site

**Working Hours**: Office Hours Mon - Fri 8:00am to 5:30pm or 9:00am to 6.30pm

**Commencement**: Notice Period 1 Month or Less

**Job Types**: Full-time, Contract

Contract length: 12 months

**Salary**: $2,800.00 - $3,500.00 per month

Schedule:

- Monday to Friday

Work Location: One location

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