Service Desk Engineer (level 2 Support)
City Hall, Singapore
Job Description
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Brief Description: Handling tickets and resolving EUC issues. :
Contract length: 12 months Salary: $3,000.00 - $4,000.00 per month Schedule:
- 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 follow\xe2\x80\x90up 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
- Minimum higher NITEC or Diploma in IT related disciplines
- Minimum 3 years of relevant in IT service desk experience
- L2 desktop troubleshooting skillset
- Possess good customer service, communication skills and emotional intelligence
- Possess good phone etiquette
Contract length: 12 months Salary: $3,000.00 - $4,000.00 per month Schedule:
- Monday to Friday
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Job Detail
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Job IdJD1292515
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCity Hall, Singapore
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EducationNot mentioned