Job Overview
Location
singapore, singapore
Category
Computer Occupations
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Job Description
Perform Level 1/2 diagnosis and resolution of incidents / requests raised Log and track customer system problems, incidents, issues, requests and queries raised by users Ensure all issues are prioritized and resolved within SLA standards Perform incident closure, verifying problem resolution with users and documenting resolution procedures Handle calls / tickets / emails covering a range of incidents from hardware failures to software configuration problems, and general queries related to IT Liaise with other support teams as required to resolve requests / issues in a timely manner Perform monthly activities as per the standard operating procedures Degree in computer science, engineering or equivalent Ability to multi-task, take initiative and work independently with multiple stakeholders At least 1 to 3 years of working experience in helpdesk support/call center environment is preferred Good working knowledge on service desk ticketing system, telephony system, email, online chat, service support processes Good working knowledge on other IT domains, including software, hardware, servers, and network operations Knowledge in these areas: MacBook and Windows machine/applications troubleshooting ServiceNow and JIRA ticketing systems Windows OS 10 and 11 Microsoft Office and Atlassian applications Antivirus / Encryption Office365 / Azure AD experience will be beneficial
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