Associate Engineer: 24/7 IT & Networking Support

SINGAPORE TELECOMMUNICATIONS LIMITED; Singapore; On-site; SGD 33,000 - 47,000; Full time

Job summary

Singtel Networks in Singapore is seeking a Service Desk Associate to provide timely support to end-users via phone and email, serving as the first contact and assisting in initial problem diagnosis with effective solutions. Documentation is mandatory in the ticketing system and coordination with other teams is required to escalate unresolved issues.

The role requires a IT/related degree, strong communication, and a customer-focused mindset; no prior experience is necessary.

Qualifications

• Diploma/degree in Information Technology, Computer Engineering, or related field.
• No experience required.
• Basic knowledge of telecommunications technologies and networking is a plus.

Responsibilities

• Provide timely and effective support to Singtel external and internal end-users through phone and email.
• Act as initial and single point of contact between end-users and next level support.
• Assist in the initial level of diagnosis of problems and incidents and help in resolving them with best solution based on the description provided by end users.
• Demonstrate a good understanding of the customer's business needs with good customer service skills.
• Perform remote assistance using basic technical and service knowledge through diagnostic techniques and proper probing of question.
• Ensure proper and accurate documentation for all problems, incidents, and requests in the ticketing system.
• Follow up and monitor incidents to ensure customer satisfaction until incident closure.
• Work with other teams and other group of stakeholders to ensure the coordinated management of incidents is escalated to the next support level until the issue is resolved.
• Identify areas to improve operational processes and procedures and document them in our knowledge database to enable to operate effectively.

Skills

Customer service

Team player

Communication skills

Problem solving

Education

IT/related degree

Job description

Singtel Networks in Singapore is seeking a Service Desk Associate to provide timely support to end-users via phone and email, serving as the first contact and assisting in initial problem diagnosis with effective solutions. Documentation is mandatory in the ticketing system and coordination with other teams is required to escalate unresolved issues.

The role requires a IT/related degree, strong communication, and a customer-focused mindset; no prior experience is necessary.