ServiceDesk Engineer – 12hr Shift

About the role

The ServiceDesk Engineer will provide first‑level remote technical support to end‑users across Singapore. Working on a 12‑hour shift, you will handle incoming queries via phone and email, aiming for quick resolution and high customer satisfaction.

Key responsibilities

• Respond to user incidents and queries promptly, delivering first‑call resolution where possible.
• Perform initial troubleshooting, classify and prioritize tickets, and escalate complex issues to second‑level teams.
• Maintain accurate case records, update customers on status, and ensure incidents are closed with all relevant information captured.
• Monitor call volumes, manage customer expectations, and alert the Team Lead to any unusual spikes.
• Adhere to service‑level targets and provide regular progress updates.

Required profile

• Minimum Diploma in an IT‑related field.
• At least 1 year of end‑user support or desktop service‑desk experience.
• Strong customer‑service orientation and ability to work under shift schedules.

Required skills

• Windows operating system.
• Active Directory account administration.
• Microsoft Outlook.
• Support for mobile devices.