Engineer, End User Services

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

Be a part of something BIG!

Be a part of something BIG! The Engineer, End User Services will be responsible for managing IT assets/inventory, including collaboration with other IT support engineers, providing guidance and support.

Make An Impact By

• Plan, coordinate, and prioritize activities to ensure timely and effective resolution of desktop support requests and incidents.
• Serve as the primary point of contact for escalated technical issues and complex problem resolution including senior or Top Executive staff
• Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives.
• Monitor and report on Service/Operation Level Agreement related to desktop support service levels, team productivity, and customer satisfaction.
• Identifies and resolves customer issues and enquires completely, accurately within the committed turnaround time and in accordance with ServiceDesk standards to ensure contact handling accuracy and operational effectiveness.
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.

Skills For Success

• Min. ITE/Diploma graduate with 3 years experience in desktop support
• Min 3 years experience supporting Microsoft Windows 10 and Microsoft Office 365
• Possess at least one (1) of the following certifications or their equivalent: Microsoft 365 Certified: Modern Desktop / Enterprise Administrator Associate/Expert, Microsoft Certified: Azure Administrator Associate; and Microsoft Certified: Azure Security Engineer Associate.
• Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
• Demonstrate knowledge in the support of workstations, and related components
• Clear Spoken & Written English with the ability to prioritize effectively and work with a sense of urgency
• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.