Service Desk Lead - L1 Triage & SLA Champion

john ethans international pte. ltd.; Singapore; Hybrid; SGD 42.000 - 70.000; Vollzeit

Benefits dieser Stelle

Work-model flexibility

Zusammenfassung

john ethans international pte. ltd. seeks a Level1 Lead to own and stabilize the Level1 servicedesk experience by leading triage, mentoring junior engineers, and driving SLA hygiene.

The role ensures high-quality escalations to Level 2 with strong evidence and improves knowledge and SOPs for repeat incident reduction. Responsibilities include daily queue triage, complex Level1 case handling, MS365 lite tasks, and knowledgebase maintenance.

Qualifikationen

• Diploma or equivalent in Information Technology/Computer Science (or relevant experience).
• 2-4 years in servicedesk/desktopsupport with SLA environments and ticket triage.
• Experience acting as shift lead, team lead, or escalation point preferred.

Aufgaben

• Lead daily Level 1 queue triage: prioritize, assign, and manage workload to hit SLA targets.
• Handle complex Level 1 cases requiring deeper troubleshooting depth.
• Perform Microsoft 365 admin-lite tasks and troubleshoot common identity/access issues at L1 boundary.
• Maintain and improve knowledgebase articles and SOPs; coach L1 engineers on quality and consistency.
• Reduce repeat incidents by identifying patterns and proposing fixes (standard configs, preventative checks, user guidance).
• Escalate to Level 2 with complete evidence (logs, reproduction steps, impact summary) and act as escalation quality gate.
• Support IT asset tagging and inventory governance; ensure records are accurate and auditable.
• Provide service reporting inputs (top categories, recurring issues, SLA risks) to Service Delivery Lead.

Kenntnisse

Advanced troubleshooting

Windows/macOS

Outlook troubleshooting

Endpoint tuning

Servicedesk lead

SLA management

Mentoring

KB writing

MS365 Lite

Identity management

Coaching juniors

Ausbildung

Diploma in IT/CS

Tools

Confluence

SharePoint

Service portal KB

MS 365 Admin Center

Exchange troubleshooting

Jobbeschreibung

john ethans international pte. ltd. seeks a Level1 Lead to own and stabilize the Level1 servicedesk experience by leading triage, mentoring junior engineers, and driving SLA hygiene.

The role ensures high-quality escalations to Level 2 with strong evidence and improves knowledge and SOPs for repeat incident reduction. Responsibilities include daily queue triage, complex Level1 case handling, MS365 lite tasks, and knowledgebase maintenance.