#EG IT Service Desk Engineer

Singapore Telecommunications Limited; Singapore; On-site; SGD 36,000 - 52,000; Full time

Job summary

NCS Group in Singapore is seeking an IT Service Desk Engineer to provide frontline support for customers across desktop topics, software and licenses compliance. You’ll address queries, perform initial troubleshooting, and escalate complex issues as needed.

You’ll work with a diverse team to deliver prompt responses, maintain accurate case records, and ensure service levels are met while contributing to ongoing IT operations and user satisfaction.

Qualifications

• 1+ year of experience in technology administration
• Basic networking knowledge is a plus
• Proficient with MS Office and common productivity tools
• Independent, resourceful and customer-focused

Responsibilities

• Provide first call resolution (FCR) technical support via phone and email
• Perform first level troubleshooting and escalate incidents to second level resolver groups
• Provide timely updates to customers on incident status within SLAs
• Own cases and follow up until closure with accurate information
• Manage customer expectations and notify leads about surge patterns
• Classify and prioritize incidents and track resolution progress

Skills

First Call Resolution

Technical Troubleshooting

Customer Support

MS Office

Job description

Are you looking for value adding and impactful work?

Do you want to make a difference with your expertise?

With us, you’ll be able to make it happen.

NCS is a leading technology services firm, operating across Asia Pacific in over 20 countries, providing services and solutions in consulting, digital services, technology, and more.

We believe in utilizing the power of technology to make extraordinary things happen and to create lasting impact and value for our people, communities, and partners. Our diverse 12,000-strong workforce has delivered a wealth of large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

What we do

We drive our passion for harnessing technology.

We bring people and technology together.

We advance communities and transform industries.

We’re searching for a IT Service Desk Engineer to be part of our diverse team of talent here at NCS!

If you believe in going above and beyond, want to exemplify the best, and wish to bring people and technology together like never before, then we would love to have a conversation with you!

This position provides the desktop support for the first contact point for customers, you will be responsible to provide prompt assistance to customers, addressing a range of IT topics and issues. Besides, you will ensure that software, licenses and operations comply with standards.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
• Perform first level troubleshooting on all reported incidents and **escalate incidents** to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• 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.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

A little about you

• Preferably with 1 or more years related experience in Technology Administration. Some network knowledge will be an advantage
• Computer literacy in MS Office
• Proficiency in Technology will be added advantage
• Independent, resourceful, result-oriented individuals with a "can-do" attitude

About NCS Group

We want to create the extraordinary, and to impact millions of people everyday.

We believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services.

We want to invest in you!

Great work is never done alone, and that’s why we also believe in creating a collaborative work environment to bring people with different expertise and talent together.

We create opportunities for our people to grow in our organization with well-defined career tracks and specializations to ensure that our people and talent can continuously deliver new value for our clients.

We’re here to make the extraordinary happen.

Learn more at ncs.co and our LinkedIn Career site.