• Reference238298_1629269985
  • Location
  • SalaryS$2500.00 - S$3000.00 per month
  • Job TypeContract
  • Postedabout 1 month ago
  • ConsultantMaricris Fermin

Service Desk Engineer

  • 12 months contract role, renewable
  • 12 hours rotation shift (work for 2 days, rest for 2 days)

The Opportunity

  • Provide Single Point of Contact (SPOC) assistance across all the tickets which get logged at Service desk
  • Log incidents with First Call Resolution (FCR) for the service requests received via incident logging tool, phone and emails
  • Prioritize and resolve the incidents as per the defined Severity matrix
  • Monitor the service desk tool for open and pending incidents
  • Categorize and assign the incidents to appropriate technical group and align to respective severity / priority group
  • Route calls to the vendors in case of issues pertaining to vendors
  • Follow-up with technical team towards incident status and manage internal / external notification and escalation
  • Escalate:
    • Issues / tickets which are going beyond the service levels
    • Issues pertaining to vendors non-performance or delays
    • Issues pertaining to users non-availability or non-cooperation
  • Track all the issues and send status updates on the progress
  • Prepare MIS for the Tickets
  • Maintain up-to-date information on the customer contacts, vendor contacts, management contacts, SLA matrix, Severity and categorization matrix
  • Coordinate with customer's onsite team for problem resolution when problem cannot be resolved remotely and would require physical visit
  • User Provisioning and Deprovisioning and assurance of IT eligibilities within a day of user joining, profile change or exit
  • User notification about ticket progress at regular intervals or about major system/network outages
  • Participation in the knowledge management process
  • Verification, qualification and recording of knowledge items
  • Document problem analysis, action steps and resolution in the ticket tool

End User Support

  • Provide Level 1 support for all End User Issues pertaining to applications (In-Scope), Operating System, Printing, Office Automation Tools
  • Manage any application/software installation of End user devices
  • Configuration of End user devices, Messaging, Office Automation applications etc.
  • Installation of software and troubleshooting related problem, OS support - configuration, Reinstallations etc.
  • Installation of office automation applications
  • Download, Test and update the critical Patch released by OEM vendors post approval from customer
  • Troubleshoot for the End user problems reported
  • Provide End user support such as OS configurations, Installation of printer/peripherals configurations, virus cleaning and restore of the OS after failure
  • Install load/ reload office automation software, e-mail and browser as per need
  • Antivirus Management:
    • Update daily signature patterns on each desktop/laptop
    • Troubleshoot problems related to AV server and clients
    • Coordinate with AV vendor to plan upgrades if any
    • Coordinate with AV vendor for escalation support
Interested parties please click "Apply Now" or send your CV directly to Maricris Fermin (EA Reg no: R1110126) at Maricris.Fermin@peoplebank.asia.

Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.