Assistant Engineer, IT Helpdesk

4 weeks ago


Singapur, Singapore KPMG - Singapore Full time
Job Description

The Helpdesk Support Engineer is an important member of KPMG SG's ITS department. They serve as the first point of contact for end-users experiencing technical issues with their computer systems, software application, or hardware peripherals, in a prompt, effective and smooth delivery of services to the end users.

Their primary responsibilities include:
Provide timely and effective support to end-users through various available channels like phone, emails, chat or in-person interactions. Perform remote assistance through diagnostic techniques and pertinent questions Diagnose and resolve technical issues with the best solution based on description and details provided by end users. Accurately identify the correct category in ServiceNow and escalate unresolved issues to next level of support in ServiceNow with clear and concise description in the ServiceNow logs. Single point of contact between end-users, next level support until issue is resolved. Identify area of improvement on procedures, processes, and document it in repository for service improvement and knowledge sharing with end users and internal teams. Stay updated with emerging technologies, software updates, and industry best practices to be able to recommend upgrades or improvement to existing systems.
Required Qualifications:
Diploma/Degree in Information Technology or relevant field. ITIL Foundation in Service Management certified Proven experience in providing helpdesk support for at least 3 years and above. Strong problem-solving and analytical skills Excellent communication and customer service skills Basic knowledge of networking concepts and familiarity with common software application and productivity tools. Understanding of security protocols and best practices.

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