Service Desk Engineer (Contract)

Responsibilities:

• To provide timely, effective, efficient, and professional quality service to resolve problems and to achieve customers’ expectation.
• Polite and professional in handling all calls, email queries, and requests.
• Log all reported incidents using the incident ticketing tool.
• Provide first level support to troubleshoot and resolve technical issues.
• Accurate assessment / resolution of problems.
• Regular updates for follow up actions & incident status.
• Escalate of incidents to appropriate second level support in accordance with escalation matrix as per work instructions.
• Work with Team Lead to feedback and improve processes where applicable.
• Weekend duty may be required

Qualifications:

• Diploma and Degree in Information Technology.
• At least 2 years of working experience in IT Service Desk environment.
• Strong computer skills and ability to trouble shoot IT related issue and achieve first line resolution.
• Good writing and verbal communication skills.
• Certifications such as ITIL Foundation and CompTIA A+ or equivalent are a plus.

Working hours:

44 hours, 5 working days:

• Monday -Friday: 8am – 5pm / 12.30pm – 9.30pm
• Sat/Sun: 8am – 5pm / 12.30pm – 9.30pm

• 8.5 hours between 7am to 9pm