Total 2 science job vacancies in Customer Service category in D20 Bishan, Ang Mo Kio

You will be part of the team responsible for the operational support of Authority's Service Desk and expected to work independently. Your primary responsibility is to ensure system functionality, availability, data security, and compliance with industry standard.

Responsibilities:

a. Providing level 1 technical support and respond to user inquiries via phone, email and ticketing system.

b. Hardware – installation, maintenance and trouble-shooting.

c. Diagnose and resolve hardware and software issues for end-users.

d. Escalate complex issues to higher-level support teams as necessary.

e. Maintain and update service desk documentation and knowledge base articles.

f. Proactively identify and manage potential problems

g. Conducting regular checks to ensure all endpoints are patched to the latest version.

h. Conducting regular checks to ensure all endpoints and communication devices in meeting rooms are working properly.

i. Collaborate with other IT team members on projects and initiatives.

j. Provide training and guidance to end-users on IT systems and software.

You will be working closely with the Service Delivery Manager and other Workplace Technology support team to ensure that all endpoints and communication devices are provision for properly and all incidents and service requests are resolved in a timely manner.

Job Description:

As a Service Desk Engineer with knowledge in endpoint management, you will be the first point of contact for IT support within the organization, providing technical assistance to users while ensuring the smooth operation of endpoint devices such as desktops, laptops, and mobile devices. You will troubleshoot issues, manage incidents, and contribute to maintaining a secure and efficient IT environment.

Key Responsibilities:

• Provide first-line technical support for hardware, software, and network-related issues.
• Handle and resolve tickets through the service desk system, ensuring timely and effective resolution.
• Manage and troubleshoot endpoint devices (desktops, laptops, mobile devices), including software installations, patch management, and performance optimization.
• Assist in endpoint security by managing antivirus, encryption, and compliance with security policies.
• Collaborate with other IT teams to escalate issues or improve IT services.
• Assist in configuring and deploying endpoint devices using tools like SCCM, Intune, or similar systems.
• Document solutions and maintain knowledge base articles for common issues.

Qualifications:

• Proven experience as a Service Desk Engineer or similar role.
• Strong knowledge of endpoint management, including troubleshooting hardware and software issues.
• Familiarity with endpoint management tools such as SCCM, Intune, or equivalent.
• Understanding of security best practices for endpoint devices.
• Excellent problem-solving, communication, and customer service skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.