Associate Engineer, Service Desk (Networks)

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, the most established telecommunications infrastructure provider in Singapore is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband, TV and Telephony) for our customers. We are committed to celebrating inclusion and diversity and is a strong believer to upskill and nurture all individuals. Come join us today as we build Singtel's Networks of tomorrow, and Empower Every Generation to live, work and play in new ways!

Make an Impact by:

• Provide timely and effective support to Singtel external and internal end-users through various available channels like phone and email within the target Service Level.
• 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 for Success:

• Ability and willingness to work as a team member and on varied shift types for 24/7 support
• Diploma / Degree in Information Technology, Computer Engineering, or a related field.
• No experience required.
• Basic knowledge of telecommunications technologies, mobile services infrastructure including 4G, 5G, LTE and VoLTE or mobile commerce applications is an advantage.
• Basic technical knowledge of computer networking, including knowledge of hardware, protocols, and internet standards.
• Desire to work in an information system environment.
• Good oral and written communication skills.
• Must be customer focus and open to seek opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
• Ability to work creatively and analytically in a problem-solving environment to improve customer service.