Service Desk Engineer (Shift based)

The 1stLevel Remote Support is required to provide 1st level troubleshooting to user queries/incidents received (regardless of source) in a professional and timely manner.

Shift Assignment:
Candidate will be assigned to either the 12-hour rotating shift or the core rotating shift based on business needs.

Work performed on Public Holidays will be compensated in accordance with company policy and Singapore Employment Act.

Job Responsibilities:

Provide First Call Resolution (FCR) technical support via phone and email. Ensure timely responses.

• Perform first level troubleshooting on all reported incidents and escalate to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on outstanding issues within targeted Service Levels.
• Maintain ownership of cases and follow-up on reported issues until closure, recording accurate and complete information.
• Demonstrate customer-centric orientation, manage expectations, and notify Team Lead of unusual surges in call volume or incident type.
• Handle initial classification/prioritization of incidents, track resolution progress, and provide regular updates.
• Diploma or equivalent in IT or related discipline
• Basic knowledge of IT troubleshooting and ticketing systems
• Willingness to work rotating shifts (day/night/weekends)

U3 Privacy Notice:

Please refer to U3's Privacy Notice for Job Applicants/Seekers at https://u3infotech.com/privacy-notice-job-applicants/. When you apply, you voluntarily consent to the collection, use and disclosure of your personal data for recruitment/employment and related purposes.