IT Service Desk Engineer - 24/7 Incident & Client Support

Xcellink Pte Ltd; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

Xcellink Pte Ltd in Singapore is seeking a service desk professional to be the first point of contact for clients and vendors, monitoring alerts, handling calls, chats, tickets, and mailbox management.

The role emphasizes SLA adherence, first call resolution, collaboration with resolver groups, and continuous process improvement, with ITIL knowledge and relevant certifications as assets.

Qualifications

• Advanced technical diploma or equivalent.
• ITIL v4 foundation certification is a must.
• CompTIA A+ certification will be an added advantage.

Responsibilities

• Receives, logs, validates and diagnoses client requests across the full range of products and services using standard tools and processes.
• Uses Managed Services knowledge to respond to tickets.
• Provides first call resolution where possible using SOPs or work instructions.
• Flags gaps when relevant articles are unavailable and escalates as needed.
• Provides timely updates to clients on pending requests or tickets.
• Collaborates with resolver groups to ensure timely client updates.
• Identifies process gaps and suggests improvements for service delivery.
• Maintains professional service quality to ensure client satisfaction.

Skills

ITIL concepts

Ticket resolution

24x7 shift support

Stakeholder management

Communication skills

Network fundamentals

Education

Advanced IT diploma

ITIL v4 Foundation

CompTIA A+

Tools

ServiceDesk tools

Remote support tools

Job description

Xcellink Pte Ltd in Singapore is seeking a service desk professional to be the first point of contact for clients and vendors, monitoring alerts, handling calls, chats, tickets, and mailbox management.

The role emphasizes SLA adherence, first call resolution, collaboration with resolver groups, and continuous process improvement, with ITIL knowledge and relevant certifications as assets.