Service Desk Engineer

Service Desk Engineer

As a member of the Service Desk team, this position serves as a single point of contact for all IT issues and requests reported by users through the different support channels (phone, email, Self-Service Portal, Tech Concierge Desk). It is responsible for providing support (remotely or onsite) on company supported computer software, applications, and platforms.

Whats on offer:

• Job Type: Contract
• Duration: 1 year (highly renewable)
• Location: Singapore, Central
• End-user Environment
• Requires Shiftwork (There are 3 shifts : Morning (normal hours), Afternoon-to-Night, Night-to-Morning.)
• Shifts will be rotated monthly, including working on weekends and public holidays, according to the team's scheduled roster
• Except for the Morning shift, a shift allowance will be paid for the other 2 shifts

Key Responsibilities:

The scope of responsibilities includes the following:

● Serve as the first point of contact for users experiencing technical issues via different support channels (phone, email, Self-Service Portal, Tech Concierge Desk).

● Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.

● Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.

● Escalate unresolved issues to relevant next level support team (L2/L3)

● Ensure effective management of all incident priorities including Major Incidents, Priority 1,2,3 and 4 and service requests through various communication channels, including phone, email, and in-person interactions at the concierge desk .

● Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process

● Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards

● Handle user account lifecycle management (Joiner, Mover & Leaver), access provisioning in accordance with company IT security policies.

● Perform regular out of office hours on call duties as per operational needs

● Oversee DSAT feedbacks and take corrective action

● Handle account provisioning across various system platforms (Active Directory, GSuite email account, Windows, Linux etc) for staff and generic accounts such as service accounts, admin account or FTP.

● Oversee daily cessation activities and evaluate any potential issues to ensure compliance with audit requirements.

● Provide reports upon stakeholder requests to list the active users or users associated with a specific application.

● Manage and process IT service requests, assist in projects including user profiling setup, software installation, and system configuration

● Assist in DWS (Digital Workplace Services) BAU tasks and projects such as but not limited to the following:

o OS imaging, deployment, upgrade, and tracking (Windows and Mac)

o Endpoint device management

o Hardware refresh

● Maintain up-to-date knowledge base articles for common issues, troubleshooting steps, and SOPs used by the Service Desk team

● Collaborate with cross-functional teams (Product Managers, Engineering, Architects, etc.), and business stakeholders and ensure proper escalation to improve service delivery and user experience.

● Communicate effectively with end-users, keeping them informed of the status of incidents and requests.

● Monitor alerts triggered from servers, databases, or systems and inform the respective teams for necessary actions.

Required Qualifications:

● Degree/Diploma in Computer Science, Information Technology, or related field • Proven work experience in an IT support function such as a Service Desk Agent, Desktop Support Engineer, or other similar roles

● Working knowledge and experience on ITSM ticketing tools (ServiceNow, etc.) • Working knowledge and experience on computer hardware, OS, software, and applications both in Windows and Mac environments.

● Comfortable in supporting users over the phone, onsite, or remotely using remote access tools such as Teamviewer

● Possess an ITIL v3 and above Foundation certification is an advantage

● Knowledge of user access management processes and tools such as Sailpoint or OKTA is a plus.

Required Competencies:

● Excellent written and verbal communication skills

● A minimum of 3 years of experience in a 24X7 service desk or technical support role

● Good interpersonal and problem-solving skills

● Able to multitask and prioritize the tasks accordingly

● Pragmatic and flexible mindset to succeed in an ever-changing and dynamic environment

● Capacity to learn and adapt to new technologies fast

● Ability to proactively carry out tasks independently or with minimal supervision

● Clearly and calmly communicating with team members or stakeholders to manage expectations and coordinate efforts during high-stress situations