ServiceDesk Engineer / Call Centre

About the role

A motivated, customer-focused ServiceDesk Engineer/Call Centre professional is sought to join a team in Singapore. The role delivers technical support, resolves user issues efficiently and ensures good service delivery within the office environment at Depot Road.

Key responsibilities

• Respond to incoming enquiries, incidents, requests and alerts by call, email, webchat, EUP, IVR handling and monitoring consoles
• First-level troubleshooting of supported systems such as Workplace, server, network, Microsoft 365, Secure Access Service Edge and Point of Sale
• Monitor security events, server and network availability and performance
• Handle password resets and unlocks
• Log and route cases to higher tiers or resolver teams, record and manage all transactions in the Service Management System, broadcast notifications and give timely status updates
• Follow up on escalated cases until they close within the service level agreement and carry out daily tasks according to standard operating procedures

Required profile

• High school diploma or equivalent
• Experience or knowledge of IT support is a major plus
• Willingness to work 12-hour rotating shifts