IT Service Desk Engineer

COMPANY DESCRIPTION
Kaplan Higher Education Academy (Kaplan) is part of Kaplan Inc., one of the world's most diverse education providers and the largest subsidiary of Graham Holdings Company (NYSE:GHC).

Kaplan has welcomed students from over 55 countries and regions. As a Lifelong Integrated Learning Partner, we offer over 450 academic and professional certification programme options* for higher learning and skills development, providing opportunities for individuals to always stay relevant. To date, these opportunities have benefitted more than 100,000 graduates^.

We have a diverse team of individuals dedicated to our mission to help individuals achieve their educational and career goals, and build futures, one success story at a time. Our core values Opportunity, Knowledge, Support, Integrity and Results help guide the way we work.

At Kaplan, our employees are our most valuable assets, and everyone's contribution is integral to our success. We have been recognised by The Straits Times, for the second successive year, as being one of **Singapore's Best Employers for 2023**. This large-scale and comprehensive study assessed the attractiveness of organisations in Singapore based on an independent employee survey.

We strive to continue providing a professional, positive and stimulating work enviroment with plenty of room for initiatives, so that our employees can thrive with us. If you are seeking opportunities for growth, we welcome you to write to us
- _Based on full-time and part-time study modes across programmes offered at Kaplan._
- ^Total Diploma and Degree graduates from Kaplan from 2007 to 2023._

DESIGNATION : IT Service Desk Engineer

RESPONSIBILITIES
**Key Roles and Responsibilities**:

- Providing 1st line IT support for incidents and service requests in person or via remote support tools
- Taking ownership and a proactive approach to ensure all incidents or service requests are resolved or closed within the agreed upon SLAs
- Recording, tracking, and documenting the lifecycle of an incident or request within the ITSM system following ITIL best practices
- Fixing causes, not just symptoms, and doing what is necessary to prevent problems from recurring
- Investigating and implementing ways of reducing calls to the Service Desk
- Managing end-user accounts, permissions, and access rights to various technology platforms while ensuring that all local and regional InfoSec and compliance requirements are consistently observed
- Providing 1st line Microsoft 365 support
- Managing on prem and Azure AD user and group objects
- Contributing to our knowledge base and writing support documentation
- Working effectively and productively within a team and with vendors as required
- Setting up and configuring new hardware to meet business requirements
- Monitoring and maintaining network equipment, servers, and VOIP telephony systems
- Keeping up to date on technology and new IT support techniques
- Keeping peers and the Service Desk Manager informed of trends, significant problems, and unexpected delays
- Recognizing when to escalate IT issues to 2nd line support or other IT groups
- Following the ITIL Framework when managing an Incident life cycle
- Supporting the collection and administration of faulty devices with 3rd party supplier, while monitoring the process from collection to return of device
- Delivering results set against individual and team KPIs

QUALIFICATIONS
- Diploma or Degree in Computer Science or Information Technology or an equivalent combination of training and experience
- CompTIA A+, CCNA or MCSA Office 365 certification
- ITIL V4 Foundation Certification
- At least 2 years of related working experience
- Good written and verbal communication skills
- Ability to analyse, understand and effectively communicate deep technical materials
- Working knowledge of SOX, PDPA, PIPL, GDPR, PCI DSS, ISO 27001 regulations and standards
- Working knowledge of ITIL's ITSM framework
- Working knowledge of Microsoft 365, on prem & Azure AD, network technologies, and VOIP systems
- Sound knowledge of Win 7/10/11, Mac OS, MS Office productivity suite, and general desk support

OTHER INFORMATION
- Working Hours: Monday to Friday, 9am to 6pm
- Work Arrangements: Hybrid (Blend of in-office and remote work)
- Location: Wilkie Edge