Service Desk Engineer (L2 Skillset)

2-5 years
2800 - 3500 SGD monthly
20 days ago 3 Applied
Job Description

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 followup 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

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