IT Service Desk Engineer

AVENSYS CONSULTING PTE. LTD.; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

A leading IT services company in Singapore is seeking an IT Service Desk Engineer. In this role, you will manage customer technical issues, ensure timely resolution of incidents, and enhance customer satisfaction. Candidates should have relevant experience in troubleshooting and handling technical queries. Attractive salary and benefits along with career progression opportunities are offered.

Benefits

Attractive company benefits

Strong career progression

Collaborative work environment

Qualifications

• Experience in customer technical support, ideally in an IT environment.
• Ability to troubleshoot incidents and manage customer expectations.
• Familiarity with remote control tools for desktop support.

Responsibilities

• Manage customer technical issues via phone, webchat, and email.
• Perform first and 1.5 level troubleshooting on reported incidents.
• Monitor aging incidents and escalate issues appropriately.

Job description

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

We are currently looking to hire IT Service Desk Engineer. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance.

Key Responsibilities:

• Contact Management: Manage customer technical issues via respective channel such as Phone, Webchat and Email. Ensure all contacts are responded in a timely manner.
• Provide Application usage support based on FAQ shared by App Support team.
• Use standard message for Greeting, Call on-hold, Closing.
• Use predefined template for responding to user email, to achieve consistency.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

• Incident Management: Perform first and 1.5 level troubleshooting on all reported incidents and escalate incidents to 3rd level resolver groups as per work instructions.
• Maintain ownership of cases and follow-up on reported issues until closure. Ensure gathering accurate and complete relevant information is recorded.
• Monitor Ageing Incident, escalation to Team Lead when resolver group failed to respond timely.
• Use Remote Control Tool to visualize the error on user computer and attempt to fix the issue remotely.
• Manage customer expectations and notify Team Lead in the event of unusual surge in contacts/incidents 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.

• Password Reset: Only use ID with administrative access, on pre-approved incident handling. Callers need to be authenticated and confirmed they are the account owners, before carrying out the password reset task.

Individuals in this job role manage incidents assigned from Remote Support and Walk-in Customers. They are expected to troubleshoot complex issues using remote control tool or face-to-face onsite support assistance.

Apart from managing incidents, an Ops Support Specialist plays an important role in managing customer expectation. Individuals will need to assure the customers that their reported issues are well taken care of and take ownership of their cases

For the more senior group, they are expected to provide training and mentorship to new joiners. They are to work closely with the team lead, to work on Improvement Plans and propose new innovative ideas to optimize existing workflow and process.

What’s on Offer

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your updated CV in Microsoft Word format.

Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and Avensys' privacy policy.