Service Desk Engineer

about the company:
Our client is a well-established and dynamic technology service provider with a strong presence in Singapore. Known for delivering robust infrastructure solutions and digital transformation services, they foster a collaborative and fast-paced environment. They are currently looking for a motivated IT professional to join their technical support team and help maintain high-quality service delivery for their end-users.

about the job:
In this role, you will serve as the crucial first line of defense for all internal IT matters, ensuring optimal business continuity. You will handle incoming technical queries across various channels and manage them through to resolution or strategic escalation.

key responsibilities:

• Act as the primary point of contact for troubleshooting diverse IT issues encompassing hardware, software, user access/passwords, and network peripherals.
• Monitor, diagnose, and resolve technical glitches on authorized network devices and personal computers, managing user expectations in line with company SLAs.
• Efficiently triage and hand over complex technical issues to Tier 2 and Tier 3 support teams when advanced troubleshooting is required.
• Track and analyze support request trends to help optimize system performance, followed by routine post-resolution check-ins to ensure user satisfaction.

skills and experience required:

• Experience working in a fast-paced IT Service Desk or Call Center environment. Proficiency in supporting Microsoft ecosystems (Windows OS and MS Office suite) is essential.
• Outstanding interpersonal skills with a strong emphasis on active listening, precise questioning, and a professional telephone manner.
• Familiarity with diagnostic utilities, call-monitoring software, or transaction-tracking tools to effectively identify and resolve technical anomalies.
• Track record of meeting service delivery goals, managing user expectations under pressure, and driving results.
• Knowledge of ITIL frameworks or methodologies is highly desirable

To apply online please use the apply function, alternatively you may contact Dalpreet Kaur at [email protected] (EA: 94C3609 /R23111951)