(Bedok) Service Desk Engineer - Shift hours / Office hours

Salary budget: Up to 3.2k + Shift monthly allowance + performance bonus

Working hours:

• First 3 months will be normal working hours, no shift arrangement / allowance applicable

12 hours shift or 8.5 hours shift after 3 months

Responsibilities:

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are

• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per

• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete

• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates

for follow-up actions and incident status

Requirement:

• Minimum Education: NITEC / Diploma in IT-related fields
• Minimum 1-year End-User Support Experience, Desktop or Technical Service Desk. (Customer Service Experience in a non-tech call center environment will not be considered. )
• Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support.

EAP: Sankari | R24120729