Service Desk Engineer (East) - Up to 3200 SGD + Shift Allowance

Role Overview

As a Service Desk Engineer, you will be responsible for providing first-level technical assistance to users via phone and email, ensuring timely responses and resolutions in line with service targets. This position requires ownership of reported issues and efficient follow-up until closure, managing customer expectations and working closely with second-level support teams for escalations.

Key Duties

• Deliver First Call Resolution (FCR) technical support through telephone and email communications promptly and effectively.
• Conduct initial troubleshooting on all logged incidents, escalating unresolved issues to second-level specialists according to established protocols.
• Keep customers regularly informed on the progress and status of their reported issues within agreed Service Level Agreements (SLAs).
• Maintain responsibility for case management by gathering complete and accurate information and ensuring issues are closed satisfactorily.
• Alert team leadership promptly in the event of an unusual volume or type of incidents received.
• Classify and prioritize incoming incidents accordingly, monitor resolution progress, and provide status updates and follow-up actions as necessary.

Qualifications and Experience

• Minimum educational qualification: Higher Nitec in IT-related disciplines.
• At least one year of experience supporting end-users in desktop environments or technical service desk roles with a focus on customer service.
• Proficient knowledge of Windows operating systems, Active Directory account management, Microsoft Outlook, and mobile device support.

Working Hours

• 12-hour rotating shifts arranged as two days working followed by two days rest, inclusive of weekends; OR
• Core rotating shifts from Monday to Friday, 8.5 hours per day: day shift from 1:00 pm to 10:30 pm and night shift from 10:30 pm to 8:00 am.