Service Desk Engineer (L2 skillset)

Brief Description:
Handling tickets and resolving EUC issues.

Job Description:

• 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
• Single point of contact for end users to log incident and service requests via email and hotline
• 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 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 (Renewal)

Salary: SGD2,800 to SGD3,500

Work Environment: School

Location: Dover & other sites

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

Commencement: Notice Period 1 Month or Less

Our client is one of the largest Luxury Goods Conglomerates, holding numerous luxury retail brands and has stores all over the world.

We are currently seeking a Host / Customer Service Executive to attend to our VIC (Very Important Clients) and provide them with an awesome client experience at their store.

And ensure a smooth client flow and orientation throughout their journey in the store by assessing their needs and being prompt and positive in responding to their concerns

Requirements

• Min. 1 year customer facing / handling experience.
• Strong communication skills in spoken English.
• Customer service drive with outstanding communication and active listening skills
• Possess a passion / interest in Luxury goods
• Willing to commit to retail working hours and shifts.
• Candidates with experience from Airline, Hospitality or Retail are an advantage.

Interested candidates may email their updated resumes with recent photograph to [email protected]