End User Services Engineer - Desktop Support Leader

Singtel; Kuala Lumpur; On-site; Confidential; Full time

Job summary

Singtel in Kuala Lumpur is seeking an Engineer, End User Services to manage IT assets and desktop support requests, collaborating with IT teams to ensure alignment with IT strategies and SLAs.

You will act as the primary escalation point, monitor service levels, and document issues with accuracy. The role requires a Diploma/ITE with 3 years in desktop support and relevant Microsoft certifications.

Qualifications

• Diploma/ITE in a relevant field with 3 years of desktop support experience.
• Proven experience supporting Microsoft Windows 10 and Office 365.
• Certifications in Microsoft 365 Modern Desktop/Enterprise Administrator or Azure are preferred.
• Prior IT helpdesk or call centre support experience, including remote support.
• Knowledge of workstation hardware and common peripherals.
• Strong spoken and written English with good prioritization.
• A proactive, team‑oriented, and customer‑focused mindset.

Responsibilities

• Plan, coordinate, and prioritize desktop support activities for timely resolutions.
• Serve as the primary escalation point for technical issues including senior staff.
• Collaborate with IT teams to align desktop support with IT strategies.
• Monitor and report on SLAs, team productivity, and customer satisfaction.
• Identify and resolve customer issues within agreed turnaround times.
• Maintain ownership of cases and ensure complete documentation.
• Manage customer expectations and escalate unusual surge in calls to Team Lead.
• Resolve complaints and document issues and solutions accurately.

Skills

Desktop support

Windows 10

Office 365

English communication

Team collaboration

Customer service

Remote support

Workstation support

Education

Diploma

ITE

Industry certifications (see education)

Tools

Microsoft 365 Certified: Modern Desktop

Microsoft Certified: Azure Administrator Associate

Job description

Singtel in Kuala Lumpur is seeking an Engineer, End User Services to manage IT assets and desktop support requests, collaborating with IT teams to ensure alignment with IT strategies and SLAs.

You will act as the primary escalation point, monitor service levels, and document issues with accuracy. The role requires a Diploma/ITE with 3 years in desktop support and relevant Microsoft certifications.