Job Description

Company Overview

Telistar is a One-Stop End-to-End Service Solutions Provider specializing in tailored service solutions that enhance profitability, productivity, efficiency, and control. We empower clients to focus on core business and achieve strategic objectives in a competitive market.

Job Summary

Provide on-site and remote L1/L2 support for end-user hardware and software, ensuring timely resolution of incidents and service requests while maintaining high customer service standards and meeting SLA targets.

Responsibilities

Deliver on-site and remote L1/L2 support for end-user hardware including desktops, laptops, mobile devices, printers, MFDs, and VC equipment
Support Microsoft Windows OS, Microsoft 365 (Office, Teams, Teams Voice), specialized CAD/Engineering applications (Autodesk, Bentley), and standard browsers and web-based business applications
Troubleshoot and resolve hardware, software, and connectivity incidents, achieving an 80% first contact resolution (FCR) target
Accurately fulfill service requests such as new user setups, software installations, and hardware moves
Log all incidents and service requests in the ITSM tool (Manage Engine Service Desk Plus), ensuring all actions are tracked to meet P1/P2/P3 SLA requirements
Perform automated software and patch deployments using ManageEngine Endpoint Central as directed
Collaborate effectively with L2 Network, Security, and Server teams for escalated issues
Maintain a positive, professional demeanor and deliver excellent customer service

Job Requirements

Nitec, Higher Nitec or Diploma in Information Technology, Computer Science, Computer Engineering or a related discipline.
Minimum 1-3 years of experience in IT helpdesk, desktop support, end-user computing or IT technical support.
Good working knowledge of Windows 10/11, Microsoft 365, Outlook and Microsoft Teams.
Experience troubleshooting desktops, laptops, printers and common office applications.
Basic understanding of LAN, Wi-Fi, VPN, TCP/IP and network connectivity troubleshooting.
Familiarity with Active Directory, user account administration and password resets.
Knowledge of IT service management processes, incident management and SLA requirements.
Strong troubleshooting, communication and customer service skills.
Able to work independently and collaborate effectively with other IT support teams.
Able to travel to Paya Lebar and Woodlands