Job Description

Service Desk Support Engineers Needed! Key Responsibilities . Service Desk Support Engineers / 1st Level Support . Registers, classifies and categorizes incidents and service requests, and undertak Service Desk Support Engineers Needed! Key Responsibilities . Service Desk Support Engineers / 1st Level Support . Registers, classifies and categorizes incidents and service requests, and undertakes an immediate effort order to restore a failed IT service as possible [i.e. First Call Resolution (FCR)] . Pro-actively interacts and gathers additional information from customers/users, as required . 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 . Provision to support Major incidents, as required . Forms part of Request Fulfilment group specializing in fulfilling certain types of Service Requests (broadly refers to Standard Changes or Pre-Approved Change Request) . Responsible to produce breaching and ageing reports for tickets logged by Service Desk . Contributes and supports by identifying any gaps or shortcomings in the current processes, procedures and services propose or recommend improvements to bridge these gaps . Basic diagnosis and provide support to resolve issues related to M365, Active Directory, Windows Operating System . Basic know-how and support on Network issues such as Ping, DNS, Traceroute, HTTP, SSL Qualifications/Experience/Knowledge . 1 of knowledge and experience in the data centre operation . ITIL Foundation Certification . CISCO CCNA Certification (Will be advantageous) . Strong Call Handling Skills . Familiar with Ticketing System . Office hours Location: Pioneer Road, Dover Road Duration: 12 Months Contract (Renewal) Salary: S$2,800 - S$3,400, including Shift and Weekend allowances Job Types: Full-time, Contract