Job Title : Service Desk Engineer (Field Support, Concierge and Service Desk)
Location : Singapore
Reports to : Service Desk Lead Engineer (SPHTech / Tech Infra & Ops)
Working Hours : Shift Working Hours (24X7) including weekend and public holidays
A. Overall Purpose Of The Job
- As a member of the Service Desk team, this position serves as a single point of contact for all IT issues and requests reported by users through the different support channels (phone, email, Self-Service Portal,
- Tech Concierge Desk) . It is responsible for providing support (remotely or onsite) on company supported computer software, applications, and platforms.
B. Key Responsibilities
The scope of responsibilities includes the following:
- Serve as the first point of contact for users experiencing technical issues via different support channels (phone, email, Self-Service Portal, Tech Concierge Desk) .
- Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
- Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.
- Escalate unresolved issues to relevant next level support team (L2/L3)
- Ensure effective management of all incident priorities including Major Incidents, Priority 1,2,3 and 4 and service requests through various communication channels, including phone, email, and in-person interactions at the concierge desk .
- Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process
- Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards
- Handle user account lifecycle management (Joiner, Mover & Leaver) , access provisioning in accordance with company IT security policies.
- Perform regular out of office hours on call duties as per operational needs
- Oversee DSAT feedbacks and take corrective action
- Handle account provisioning across various system platforms (Active Directory, GSuite email account, Windows, Linux etc) for staff and generic accounts such as service accounts, admin account or FTP.
- Oversee daily cessation activities and evaluate any potential issues to ensure compliance with audit requirements.
- Provide reports upon stakeholder requests to list the active users or users associated with a specific application.
- Manage and process IT service requests, assist in projects including user profiling setup, software installation, and system configuration
- Assist in DWS (Digital Workplace Services) BAU tasks and projects such as but not limited to the following:
- OS imaging, deployment, upgrade, and tracking (Windows and Mac)
- Endpoint device management
- Hardware refresh
- Maintain up-to-date knowledge base articles for common issues, troubleshooting steps, and SOPs used by the Service Desk team
- Collaborate with cross-functional teams (Product Managers, Engineering, Architects, etc.) , and business stakeholders and ensure proper escalation to improve service delivery and user experience.
- Communicate effectively with end-users, keeping them informed of the status of incidents and requests.
- Monitor alerts triggered from servers, databases, or systems and inform the respective teams for necessary actions.
C. Job Profile
Required Qualifications
- Degree/Diploma in Computer Science, Information Technology, or related field • Proven work experience in an IT support function such as a Service Desk Agent, Desktop Support Engineer, or other similar roles
- Working knowledge and experience on ITSM ticketing tools (ServiceNow, etc.) • Working knowledge and experience on computer hardware, OS, software, and applications both in Windows and Mac environments.
- Comfortable in supporting users over the phone, onsite, or remotely using remote access tools such as Teamviewer
- Possess an ITIL v3 and above Foundation certification is an advantage
- Knowledge of user access management processes and tools such as Sailpoint or OKTA is a plus.
Required Competencies
- Excellent written and verbal communication skills
- A minimum of 3 years of experience in a 24X7 service desk or technical support role
- Good interpersonal and problem-solving skills
- Able to multitask and prioritize the tasks accordingly
- Pragmatic and flexible mindset to succeed in an ever-changing and dynamic environment
- Capacity to learn and adapt to new technologies fast
- Ability to proactively carry out tasks independently or with minimal supervision
- Clearly and calmly communicating with team members or stakeholders to manage expectations and coordinate efforts during high-stress situations.