Service Desk Engineer

BASE CAMP DIGITAL PTE. LTD.; Singapore; Sur place; SGD 39 000 - 58 000; Plein temps

Résumé du poste

BASE CAMP DIGITAL PTE. LTD. in Singapore seeks an IT Service Desk professional to be the single point of contact for users through phone, email, Self-Service Portal and on-site visits.

You will diagnose and resolve hardware, software and network issues, log incidents in ServiceNow, manage on-call duties, and escalate to L2/L3 while ensuring SLAs and user satisfaction in a 24x7 environment.

Frontline teamwork with cross-functional groups is essential to improving service delivery.

Qualifications

• Degree or diploma in Computer Science, Information Technology, or related field.
• Experience in IT service desk, desktop support, or similar roles.
• Familiarity with ITSM ticketing tools (e.g., ServiceNow).
• Experience supporting Windows and Mac environments.
• ITIL v3 Foundation certification is an advantage.
• Knowledge of user account management tools (e.g., Sailpoint, OKTA).

Responsabilités

• Serve as the first point of contact for IT issues via phone, email, Self-Service Portal, or on-site at the concierge desk.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Log incidents and requests in the service management tool and prioritize based on urgency.
• Escalate unresolved issues to L2/L3 support.
• Ensure incident priorities align with SLAs and quality standards.
• Act as Incident Manager for Major Incidents and Priority 1 incidents.
• Monitor queues and assist in service delivery improvements.
• Handle account provisioning across systems (AD, GSuite, Windows, Mac).
• Maintain up-to-date knowledge base articles and SOPs.

Connaissances

IT support

Customer service

TeamViewer remote support

Communication skills

Formation

Degree/Diploma in CS/IT

Outils

ServiceNow

Active Directory

GSuite / Google Admin

OKTA

Sailpoint

Description du poste

What's on Offer

• Location: Singapore
• 12 months contract role (with the possibility of extension)
• Competitive Compensation
• Shift Working Hours (24X7) including weekend and public holidays

Job Summary

This position serves as a single point of contact for all IT issues and requests reported by users through the different support channels (phone, email, Self-Service Portal, Tech Concierge Desk). It is responsible for providing support (remotely or onsite) on company supported computer software, applications, and platforms.

Job Description

• Serve as the first point of contact for users experiencing technical issues via different support channels (phone, email, Self-Service Portal, Tech Concierge Desk).
• Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
• Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.
• Escalate unresolved issues to relevant next level support team (L2/L3)
• Ensure effective management of all incident priorities including Major Incidents, Priority 1,2,3 and 4 and service requests through various communication channels, including phone, email, and inperson interactions at the concierge desk .
• Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process
• Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards
• Handle user account lifecycle management (Joiner, Mover & Leaver), access provisioning in accordance with company IT security policies.
• Perform regular out of office hours on call duties as per operational needs
• Oversee DSAT feedbacks and take corrective action
• Handle account provisioning across various system platforms (Active Directory, GSuite email account, Windows, Linux etc) for staff and generic accounts such as service accounts, admin account or FTP.
• Oversee daily cessation activities and evaluate any potential issues to ensure compliance with audit requirements.
• Provide reports upon stakeholder requests to list the active users or users associated with a specific application.
• Manage and process IT service requests, assist in projects including user profiling setup, software installation, and system configuration
• Assist in DWS (Digital Workplace Services) BAU tasks and projects such as but not limited to the following:
  • oOS imaging, deployment, upgrade, and tracking (Windows and Mac)
  • oEndpoint device management
  • oHardware refresh
• Maintain up-to-date knowledge base articles for common issues, troubleshooting steps, and SOPs used by the Service Desk team
• Collaborate with cross-functional teams (Product Managers, Engineering, Architects, etc.), and business stakeholders and ensure proper escalation to improve service delivery and user experience.
• Communicate effectively with end-users, keeping them informed of the status of incidents and requests.
• Monitor alerts triggered from servers, databases, or systems and inform the respective teams for necessary actions.

Job Requirements

• Degree/Diploma in Computer Science, Information Technology, or related field
• Proven work experience in an IT support function such as a Service Desk Agent, Desktop Support Engineer, or other similar roles
• Working knowledge and experience on ITSM ticketing tools (ServiceNow, etc.)
• Working knowledge and experience on computer hardware, OS, software, and applications both in Windows and Mac environments.
• Comfortable in supporting users over the phone, onsite, or remotely using remote access tools such as Teamviewer
• Possess an ITIL v3 and above Foundation certification is an advantage
• Knowledge of user access management processes and tools such as Sailpoint or OKTA is a plus.

Others

• Excellent written and verbal communication skills
• A minimum of 3 years of experience in a 24X7 service desk or technical support role
• Good interpersonal and problem-solving skills
• Able to multitask and prioritize the tasks accordingly
• Pragmatic and flexible mindset to succeed in an ever-changing and dynamic environment
• Capacity to learn and adapt to new technologies fast
• Ability to proactively carry out tasks independently or with minimal supervision
• Clearly and calmly communicating with team members or stakeholders to manage expectations and coordinate efforts during high-stress situations.