Service Desk Engineer

AVENSYS CONSULTING PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading global IT professional services company in Singapore is seeking a Service Desk Engineer for a one-year renewable contract. This role involves providing first-level remote support, troubleshooting user queries, and ensuring a high standard of customer service. Ideal candidates will possess a Higher Nitec in IT, with at least a year of relevant experience in technical support. Benefits include an excellent base salary, attractive company perks, and opportunities for career progression.

Benefits

Attractive company benefits

Fun and collaborative work environment

Strong career progression

Qualifications

• Minimum 1 year End user support experience.
• Knowledge in Windows OS and Active Directory.
• Customer service experience in tech support is required.

Responsibilities

• Provide 1st level troubleshooting for user incidents.
• Ensure timely response to calls and emails.
• Maintain ownership of cases until resolution.

Skills

Customer Service

Troubleshooting

Active Directory

Windows OS

Education

Higher Nitec in IT related fields

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 Service Desk Engineer. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.

Job Type: One-year Renewable Contract

Requirement
1.Min Higher Nitec in IT related fields
2.Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service Experience in non tech call center environment will not be considered.
3.Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.

POSITION SUMMARY
•The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)

KEY RESPONSIBILITIES
1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
2.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
3.Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
4.Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
5.Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
6.Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Working Hours-

1. Mon-Fri: 08:30 AM to 6:00 PM
2. Sat/Sun/PH: Need to rotate to cover alt Sat/Sun/ PH from 08:30 AM to 6:00PM.

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 to [e-mail]. Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS

Consultant Name: Deepa Shivakoti

Reg No: R1765546

Avensys Consulting Pte Ltd
EA Licence 12C5759

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