Service Desk Engineer - Singapore - LEGATCY RECRUITMENT PTE. LTD.

LEGATCY RECRUITMENT PTE. LTD.

Verified Company

Singapore

5 days ago

Posted by:

Wei Jie

beBee Recruiter

Description

**Service Desk Engineer (L2 skillset)

Brief Description:

Handling tickets and resolving EUC issues.

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
Ensuring user queries or issues are captured and validated for further processing
Coordinate 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‐up 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

Requirements:

Minimum higher NITEC or Diploma in ITrelated disciplines

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Minimum 3 years of relevant IT service desk experience:

L2 desktop troubleshooting skillset
Possess good customer service, communication skills and emotional intelligence
Possess good phone etiquette

Contract Type: 12 Months (Renewal)

Salary:
SGD2,800 to SGD3,500

Work Environment:
School

Location:
Dover & other sites

Working Hours:
Office Hours Mon - Fri 8:00am to 5:30pm or 9:00am to 6.30pm

Commencement:
Notice Period 1 Month or Less