Service Desk Engineer

Alphaeus Pte Ltd; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A reputable technology firm in Singapore is seeking an IT Service Desk Engineer to provide first-call resolution support via phone and email. Responsibilities include technical troubleshooting, ensuring timely responses to support requests, and maintaining case ownership until closure. The ideal candidate should possess a Nitec in IT or related field, with a minimum of 1 year experience in end-user support. This position requires flexibility to work on rotating shifts, including weekends and public holidays.

Qualifications

• Minimum of 1 year of experience in End-User Support or Technical Service Desk.
• Willingness to work on rotating shifts, including weekends and public holidays.

Responsibilities

• Provide First Call Resolution (FCR) support through phone and email.
• Ensure timely response to incoming calls and emails.
• Perform Level 1 troubleshooting and escalate issues as per SOPs.
• Submit timely updates to customers on the status of reported issues.

Skills

Windows Operating Systems

Active Directory

Microsoft Outlook

Mobile device support

Strong communication

Problem-solving skills

Education

Nitec in IT or related field

Job description

We are looking for a dedicated and service-oriented IT Service Desk Engineer to provide first-call resolution support via phone and email. You will handle technical issues, perform initial troubleshooting, and ensure timely resolution or escalation of incidents.

Responsibilities

• Provide First Call Resolution (FCR) support through phone and email
• Ensure timely response to incoming calls and emails
• Perform Level 1 troubleshooting and esc… issues as per SOPs
• Submit timely updates to customers on the status of reported issues
• Maintain ownership of cases and follow through until closure
• Record accurate and complete incident details
• Handle incident classification and prioritization
• Monitor and track progress of incidents, providing regular status updates
• Alert Team Lead of unusual spikes in specific incident types

Requirements

• Minimum Nitec in IT or related field
• Minimum 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk
• Working knowledge of: Windows Operating Systems, Active Directory (account administration), Microsoft Outlook, Mobile device support
• Strong communication and problem-solving skill
• Must be willing to work on rotating shifts, including weekends and public holidays.