Job Summary

Job Description

Service Desk Engineer

Whats on Offer:

Industry: Media Network

Location: Singapore

12 months contract role (with the possibility of extension)

Competitive Compensation

Shift Working Hours (24X7) including weekend and public holidays Job Summary: 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. Job Description: 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 123 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: oOS imaging deployment upgrade and tracking (Windows and Mac) oEndpoint device management oHardware 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. Job Requirements: 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. Others: 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.

Required Experience:

Job Description Service Desk Engineer Whats on Offer: Industry: Media Network Location: Singapore 12 months contract role (with the possibility of extension) Competitive Compensation Shift Working Hours (24X7) including weekend and public holidays Job Summary: This position serves as a sin...