Job Description

Service Desk Support Engineers

Key Responsibilities

• Provide 1st Level Support to users
• Registers, classifies and categorizes incidents and service requests, and undertakes an immediate effort in order to restore a failed IT service as possible [i.e. First Call Resolution (FCR)]
• Pro-actively interacts and gathers additional information from customer/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 request fulfilment
• Monitors and keeps customers/users informed of ticket status and updates at agreed intervals, till ticket closure
• Provision to support Major incident, as required
• Forms part of Request Fulfilment group specializing on fulfilling certain types of Service Requests (broadly refers to Standard Changes or Pre-Approved Change Request)
• Responsible to produce breaching and aging reports for tickets logged by Service Desk
• Contributes and support by identifying any gaps or short comings 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 & Skills

• 1-2 Years’ experience required in call centre managed services
• ITIL Foundation Certification
• CISCO CCNA Certification
• Strong Call Handling Skills
• Familiar with BMC Ticketing System
• Able to work 24 x 7 shift work in Singapore Office