Engineer, End User Services (Kuala Lumpur, Malaysia)

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

Job summary

Singtel in Kuala Lumpur is seeking an Engineer for End User Services to manage IT assets, support desktops, and resolve incidents. You will act as the main contact for escalated issues and collaborate with IT teams to align services with broader IT strategies.

The role requires an ITE/ Diploma with 3 years in desktop support, Windows 10 and Office 365 expertise, and relevant Microsoft certifications or equivalents.

Qualifications

• 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 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.

Responsibilities

• 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

Desktop support

Windows 10

Office 365

Education

ITE/Diploma

Tools

Microsoft 365 Certified: Modern Desktop

Microsoft Certified: Azure Administrator Associate

Microsoft Certified: Azure Security Engineer Associate

Job description

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.