全职 Service Desk Engineer 工作, 薪水, GOLDTECH RESOURCES PTE LTD 公司招聘中 - Ricebowl

Role Overview

We are seeking a proactive and customer-focused Service Desk Engineer to provide first-line IT support across enterprise environments. This role serves as the primary point of contact for users, delivering high-quality technical assistance through phone, email, chat, and ticketing channels while ensuring timely incident resolution and excellent customer service.

The successful candidate will be responsible for handling user enquiries, logging and managing incidents, troubleshooting technical issues, and escalating complex cases to higher support teams. You will play a key role in maintaining service quality, meeting SLA targets, and delivering a seamless end-user experience.

Key Responsibilities

Service Desk Operations

• Serve as the first point of contact for users via phone, email, chat, and self-service portal.
• Handle inbound IT support calls and respond to user enquiries professionally and efficiently.
• Log, categorize, prioritize, and assign incidents and service requests using the ITSM platform.
• Provide first-call resolution whenever possible while ensuring customer satisfaction.
• Monitor and manage support tickets throughout their lifecycle until resolution.
• Escalate unresolved or complex technical issues to Level 2, Level 3, or specialist support teams.
• Keep users informed of ticket progress and provide timely updates until closure.
• Ensure all incidents, requests, and resolutions are accurately documented.
• Meet service desk KPIs, including SLA compliance, response time, resolution time, customer satisfaction, and first-call resolution targets.

Technical Support

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, and enterprise applications.
• Diagnose and resolve issues related to Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, email, VPN, printers, and network connectivity.
• Perform user account administration in Active Directory and Microsoft Entra ID (Azure AD).
• Support onboarding, offboarding, user provisioning, and IT asset deployment.
• Troubleshoot hardware, software, and peripheral device issues.
• Escalate infrastructure and application issues where required while providing detailed troubleshooting information.

Incident & Problem Management

• Investigate and resolve incidents according to ITIL best practices.
• Perform initial root cause analysis for recurring incidents.
• Coordinate with infrastructure and application teams for permanent resolutions.
• Participate in major incident response when required.

Customer Service & Continuous Improvement

• Deliver excellent customer service while maintaining a professional and positive attitude.
• Contribute to knowledge articles, FAQs, and technical documentation.
• Identify opportunities to improve service delivery processes and user experience.
• Ensure compliance with security policies, audit requirements, and operational procedures.
• Participate in shift rotation, standby support, or after-hours support where required.

Requirements

• Diploma or Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 1–3 years of experience in a Service Desk, IT Helpdesk, Technical Support, or Call Centre environment.
• Fresh graduates with strong technical aptitude and customer service skills are welcome to apply.
• Experience handling inbound support calls, incident logging, ticket management, and first-level technical support.
• Strong troubleshooting experience supporting Windows 10 and Windows 11 environments.
• Hands-on experience with Microsoft 365, Outlook, Teams, and OneDrive.
• Basic knowledge of networking concepts including LAN, WAN, DNS, VPN, and Wi-Fi.
• Familiarity with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or equivalent.
• Basic knowledge of Active Directory and Microsoft Entra ID (Azure AD).
• Experience supporting desktop hardware, laptops, printers, mobile devices, and peripherals.
• Willing to work 12-hour rotating shifts in a 24x7 Service Desk environment.
• Able to work on weekends and public holidays based on the assigned shift roster.
• Must be comfortable working day and night shifts as part of the rotation.

Please send your detailed resume in MS Word format to ************* with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability