Service Desk Engineer (Shift) - East - PS-CY002

ALPHAEUS PTE. LTD.; Singapore; Hybrid; SGD 60,000 - 80,000; Full time

Job summary

A leading tech support company in Singapore is seeking individuals for a customer service role that involves providing first call resolution technical support via phone and email. Candidates should have a Higher Nitec in IT-related fields and at least 1 year of experience in end user support. Knowledge of Windows OS and support for mobile devices are necessary. The role requires flexibility to work in rotating shifts—2 days on, 2 days off or a core night shift from 10:30 pm to 8 am.

Benefits

Shift allowance

Qualifications

• Minimum 1 year of end user support experience in Desktop or Technical Service Desk.
• Ability to work in a rotating shift schedule.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting on incidents and escalate as needed.
• Submit timely updates to customers on pending issues.
• Maintain ownership of cases until resolution.
• Handle initial classification and prioritization of incidents.

Skills

Technical Support

Customer Service

Windows OS Knowledge

Active Directory Account Administration

Mobile Devices Support

Education

Higher Nitec in IT related fields

Job description

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly
• Perform first level troubleshooting on all reported incidents and upscale incidents to 2nd level resolver groups as per work instructions
• Furnish and submit timely updates to customers on the status of outstanding issues within the 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 the 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.

Requirement

• Min Higher Nitec in IT related fields
• Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.
• Open to work in 12 hours rotating shift (2 days work 2 days off) or 8.5 hours rotating night shift (5 days)

12-hour shift

• Rotation of 2 days’ work and 2 days’ rest, regardless of Saturday, Sunday and Public holidays.
• Shift allowance will be compensated.

8.5 hours Core rotating shift

• Monday to Friday: 8.5 hours.
  • Day shift: 1 pm – 10:30 pm
  • Night shift:10:30 pm to 8 am
  • Shift allowance will be compensated.