The Service Desk & Desktop Lead (Level 2) is responsible for providing advanced technical support and guidance to both end-users and Level 1 Service Desk technicians. This role acts as a technical escalation point for complex hardware, software, and network issues, while also managing the shared services environment. This individual will demonstrate expertise in Microsoft technologies and will play a key role in reporting on IT service performance and driving continuous improvement.
Scope of Responsibilities (but not limited to):
- Incident Management:
- Provide timely and effective resolution of escalated incidents from Level 1technicians.
- Diagnose and troubleshoot complex technical issues related to hardware, software, operating systems, Microsoft 365, Intune, Azure, and network connectivity.
- Utilize remote support tools to resolve issues efficiently.
- Document and track incidents through the entire lifecycle, ensuring proper closure and knowledge base updates.
- Shared Services Management:
- Oversee the day-to-day operation of shared services for our client and project.
- Ensure availability, reliability, and optimal performance of shared resources.
- Implement and maintain user access controls and security measures.
- Reporting & Communication:
- Develop and deliver comprehensive weekly/monthly progress reports on Service Desk performance, highlighting key metrics and trends.
- Communicate effectively with stakeholders, including IT management, end-users, and other IT teams.
- Leadership & Mentoring:
- Mentor and guide Level 1 Service Desk technicians, sharing knowledge and providing technical training as needed.
- Contribute to the development and improvement of Service Desk processes, procedures, and knowledge base articles.
- Participate in team meetings, sharing insights and contributing to continuous improvement initiatives.
- Assist in managing the Service Desk queue, ensuring timely response and resolution of tickets.
Desired Skills & Expertise:
- Bachelor's degree in Computer Science or related field, or equivalent experience.
- Minimum 4 years of experience in a Service Desk or technical support role, with at least 1 year of experience at Level 2 or equivalent.
- Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate) are highly preferred.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Customer-focused approach.
- Strong knowledge of Windows operating systems.
- Experience with Microsoft 365 suite (including Teams, SharePoint, and Exchange).
- Proficiency in Intune and Azure administration.
- Networking knowledge (TCP/IP, DNS, DHCP).
- Experience with remote support tools.
- Experience with ITSM Tools
- Any adhoc duties assigned from time to time.
- ONLY Singaporean need to apply.
How to Apply:
Interested professionals who have the above experience/skills are encouraged to send your latest resume in MS Word/PDFformat.
Please provide the following for speedier processing and confirmation of interview:
- Personal details
- Reasons for Leaving (Past & Present Employment)
- Last Drawn Salary
- Expected Salary
- Date of Availability
We regret only shortlisted candidates will be contacted for further discussion.
