Service Desk Engineer | Yearly renewable contract | Up to 2.8k | Chai Chee - #1102688

*Do note:

• Monday to Sunday with 2 days off in a week

• The off can be a weekday + weekend. There is 1 full weekend off in a month

• Shift work and weekend duty required

Responsibilities

• Service Desk Agent is responsible for providing assistance to end users with technical issues and service requests.

• As the first point of contact, they help users resolve problems related to hardware, software, and network issues. Service Desk Agents utilize IT Service Management (ITSM) tools to log all incoming inquiries, track their progress, and ensure resolution.

• To provide timely, effective, efficient and professional quality service to resolve problems   and to achieve customer’ expectation.

• Polite and professional in handling all calls, email queries and requests.

• Log all reported incidents using the incident ticketing tool.

• Provide first level support to troubleshoot and resolve technical issues.

• Accurate assessment / resolution of problems.

• Regular updates for follow up actions & incident status.

• Escalate of incidents to appropriate second level support in accordance with escalation matrix as per work instructions.

• Work with Team Lead to feedback and improve processes where applicable.

• Shift works and weekend duty required

Requirements

• At least 2 years of working experience in IT Service Desk environment.

• Strong computer skills and ability to trouble shoot IT related issue and achieve first line resolution.

• Timely escalation to 2nd and 3rd level support via support escalation matrix.

• Manage and prioritize multiple support requests at the same time, ensuring each user gets the help they need without delays.

• Good writing and verbal communication skills.

• Certifications such as ITIL Foundation and CompTIA A+ or equivalent are a plus.

• To provide timely, effective, efficient and professional quality service to resolve problems   and to achieve customer’ expectation.

• Polite and professional in handling all calls, email queries and requests.

• Log all reported incidents using the incident ticketing tool.

• Provide first level support to troubleshoot and resolve technical issues.

• Accurate assessment / resolution of problems.

• Regular updates for follow up actions & incident status.

• Escalate of incidents to appropriate second level support in accordance with escalation matrix as per work instructions.

• Work with Team Lead to feedback and improve processes where applicable.

• Shift works and weekend duty required

We regret to inform that only shortlisted candidates will be notified.

This is in partnership with Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to e2i’s PDPA.

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