ServiceDesk Engineer (Level 1) - #1131392

Responsibilities:

• Perform day-to-day IT Infrastructure Operation tasks, Monitoring and Health checks.  

• Serve as the first point of contact for customers seeking technical assistance over the phone , email and ticketing system.

• Provide End User Technical Support (Including but not limited to Phone, Onsite and By Electronic Means).

• Ensure calls are answered and emails are responded in a timely manner.

• Perform first level diagnostic and troubleshooting on all detected fault notifications or reported incidents and escalate incidents to 2nd level per work instructions.

• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

• Track and document issues and compile incident reports. 

• Manage customer expectations and maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

• Incident testing and replacement of faulty equipment.

Requirements:

• Diploma IT, Computer Science or relevant field with related work experience.

• Proven experience as a helpdesk engineer or other customer support role.

• Good understanding of computer systems, IT infrastructure and other tech products.

• Ability to diagnose and resolve basic technical issues.

• Proficiency in English.

• Excellent communication skills.

• Customer-oriented.

• Able to work shift hours.

• At least 2 years’ experience in ServiceDesk support 

• valid Singapore driving license