Service desk Engineer - Singapore - RAPSYS TECHNOLOGIES PTE. LTD.

RAPSYS TECHNOLOGIES PTE. LTD. Singapore

4 days ago

Description

Roles & Responsibilities

Role:Service desk Engineer

JD:

Responsibilities:

· Provides 24x7 Service Desk support as defined by first response/Tier 1 support.

· Provides phone , e-mail. First point of contact for troubleshooting all IT related problems,

including hardware/software, passwords, and printer problems.

· Be required to perform 24 X 7 shift work in support of operational IT related mission/after

duty hours on call/emergency requirements.

· Shift work is required..

CORE COMPETENCIES:

· Applying Expertise and Technology

· Analysing

· Delivering Results and Meeting Customer Expectations

· Achieving Personal Work Goals and Objectives

· Working knowledge of a range of diagnostic utilities, including incoming

transactions/telephone recording monitoring tools/utilities.

EXPERIENCE/KNOWLEDGE & SKILLS

· Excellent communication skills and telephone manner. (Interpersonal skills, with a focus on

listening and questioning skills)

· Excellent organisational skills

· 0.6 to 1 years previous IT Service Desk and/or Call Centre experience required

· Managing incidents including business expectations and communication

· Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and

Office 2007

· Responsible for monitoring, operating, managing, troubleshooting and restoring to service

any terminal service client, personal computers (PC) that has authorized access to the

network.

· When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the

issue/problem to proper tier 2 and 3 support team members

· Develop trends by monitoring and analysing incoming calls, problems and support requests

· Perform post-resolution follow ups to help requests

· Reinforce SLAs to manage end-user expectations

· ITIL Knowledge will be a plus.

Tell employers what skills you have

Excellent Communication Skills
Service Desk Management
Troubleshooting
Microsoft Office
Hardware
Customer Service Desk
Laptops
IT-Service desk
Service Desk
Windows
ITIL
Customer Service
Technical Support

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