Service Desk Engineer

About the role

We are looking for a Service Desk Engineer to provide Level 1 and Level 2 IT support across Singapore. The role involves handling incidents via phone, email, chat and ticketing tools, and ensuring timely resolution in line with SLA commitments.

Key responsibilities

• Provide Level 1/Level 2 IT support via phone, email, chat, and ticketing systems.
• Diagnose and resolve issues related to desktops, laptops, printers, operating systems, applications, and network connectivity.
• Log, track, and update incidents and service requests in the ITSM/ticketing tool.
• Escalate unresolved or complex issues to appropriate support teams within SLA timelines.
• Support user account management activities such as password resets, access provisioning, and email configuration.
• Perform basic troubleshooting for Microsoft Windows, Office 365, VPN, Outlook, and collaboration tools.
• Coordinate with infrastructure, application, and vendor teams for issue resolution.
• Maintain accurate documentation of troubleshooting steps, solutions, and standard operating procedures.
• Monitor recurring incidents and suggest process improvements to enhance service quality.
• Ensure adherence to ITIL processes, security policies, and compliance standards.

Required profile

• Professional level candidate.

Required skills

• Microsoft Windows
• Office 365
• VPN
• Outlook
• ITSM