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 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, SSLQualifications/Experience/Knowledge 1-2 Years' experience required in call centre managed services ITIL Foundation Certification CISCO CCNA Certification (Will be advantageous) Strong Call Handling Skills Familiar with BMC Ticketing System Able to work 12hrs shift (9am to 9pm) and (9pm to 9am) work 4 days and rest 3 daysLocation: Henderson RoadDuration: 12 Months Contract (Renewal)Salary: S$3,000 - S$4,200, including Shift and Weekend allowancesJob Types: Full-time, Contract
Contract length: 12 monthsSalary: $3,000.00 - $4,200.00 per monthSchedule:

• Day shift
• Early shift
• Late shift
• Night shift