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
