Responsibilities:
• Provide first level technical support, troubleshooting for desktop hardware, software & network incidents and service requests.
• Adhere to ITIL processes for incident management, problem management, and change management.
• Record, categorize, prioritize, and escalate incidents and service requests following established procedures.
• Perform remote and on-site troubleshooting of desktop systems, printers, peripherals, and network connectivity issues.
• Install, configure, and maintain desktop operating systems, software applications, and patches/updates.
• Provide support to end-users via a service counter, addressing walk-in inquiries, issues, and requests promptly and professionally.
• Ensure compliance with IT policies, standards, and security protocols.
• Collaborate with cross-functional teams to resolve complex technical issues and escalate problems, as necessary.
• Contribute to knowledge base articles and documentation for efficient problem resolution and user self-help.
• Assist in maintaining inventory and asset management records for desktop equipment and software licenses.
• Provide training/support on desktop usage, best practices & IT service requests.
Requirements:
- Certifications in ITIL Foundation Certification, CompTIA A+, or Microsoft
- Certified Desktop Support Technician (MCDST) are a plus.
- 2 years of experience in L1 desktop support role
- Understanding of ITIL framework and processes, particularly incident management, problem management, and change management.
- Proficiency in diagnosing and resolving desktop hardware, software
- Experience support to end-users at a service counter or in-person setting.
- Familiar with Windows and macOS, Microsoft Office Suite
- Strong knowledge of TCP/IP, DNS, DHCP, and network protocols.
Interested applicants, send in your updated resume by clicking “Apply Now”
Lin Weikang
Registration Number: R21102570
EA License Number: 19C9998
Workstone Pte Ltd
