Service Desk Support Engineer

IDC TECHNOLOGIES (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading IT service provider in Singapore is looking for a professional to deliver first-line IT support for a Healthcare project. This role requires efficiently managing user incidents and requests, troubleshooting IT issues, and ensuring clear communication for operational continuity. Ideal candidates will have strong problem-solving skills and a focus on enhancing user experiences. Join us to contribute to a vital healthcare environment while maintaining service excellence.

Responsibilities

• Deliver first-line (L1) IT support by promptly handling user incidents and requests through phone, email, portal, and chat channels.
• Create, categorize, and prioritize support tickets to ensure efficient workflow.
• Perform basic troubleshooting and resolve common IT issues to minimize user downtime.
• Execute password resets and process access requests to maintain secure user access.
• Escalate complex issues to L2/L3 technical teams for expert resolution.
• Provide clear and timely communication to users, enhancing transparency.

Job description

Job Summary

Provide first-line (L1) IT support for a Healthcare/Hospital project by efficiently managing user incidents and requests, ensuring timely resolution or escalation, and maintaining clear communication to enhance user experience and operational continuity.

Responsibilities

• Deliver first-line (L1) IT support by promptly handling user incidents and requests through phone, email, portal, and chat channels to maintain service continuity
• Create, categorize, and prioritize support tickets to ensure efficient workflow and timely issue resolution
• Perform basic troubleshooting and resolve common IT issues to minimize user downtime and improve system reliability
• Execute password resets and process access requests to maintain secure and appropriate user access
• Escalate complex or unresolved issues to L2/L3 technical teams to ensure expert intervention and resolution
• Provide clear and timely communication and status updates to users, enhancing transparency and user satisfaction