ServiceDesk Engineer (Level 1)

X-TRA Communication; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A technology service provider in Singapore seeks a Helpdesk Engineer to perform day-to-day IT infrastructure operations and provide customer support. Candidates should have a diploma in IT or Computer Science and at least 2 years of experience in ServiceDesk support. Responsibilities include troubleshooting technical issues and managing customer expectations. The role requires proficiency in English and shift work.

Qualifications

• Proven experience as a helpdesk engineer or in another customer support role.
• Able to work shift hours.
• At least 2 years’ experience in ServiceDesk support.

Responsibilities

• Perform day-to-day IT Infrastructure Operation tasks.
• Serve as the first point of contact for customers seeking technical assistance.
• Provide End User Technical Support via various means.
• Track and document issues and compile incident reports.

Skills

Helpdesk support experience

Ability to diagnose technical issues

Customer-oriented

Good understanding of IT infrastructure

Proficiency in English

Education

Diploma in IT or Computer Science

Job description

Perform day-to-day IT Infrastructure Operation tasks, Monitoring and Health checks.

Serve as the first point of contact for customers seeking technical assistance over the phone , email and ticketing system.

Provide End User Technical Support (Including but not limited to Phone, Onsite and By Electronic Means).

Ensure calls are answered and emails are responded in a timely manner.

Perform first level diagnostic and troubleshooting on all detected fault notifications or reported incidents and elevate incidents to 2nd level per work instructions.

Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level.

Track and document issues and compile incident reports.

Manage customer expectations and maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

Incident testing and replacement of faulty equipment.

Requirements

Diploma IT, Computer Science or relevant field with related work experience.

Proven experience as a helpdesk engineer or other customer support role.

Good understanding of computer systems, IT infrastructure and other tech products.

Ability to diagnose and resolve basic technical issues.

Proficiency in English.

Customer-oriented.

Able to work shift hours.

At least 2 years’ experience in ServiceDesk support