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Service Desk Support Engineer Job Opening In singapore singapore – Now Hiring U3


Job description

  • Provide 1st Level Support to users
  • Registers, classifies and categorizes incidents and service requests, and undertakes an immediate effort in order to restore a failed IT service as possible [i.e. First Call Resolution (FCR)]
  • Pro-actively interacts and gathers additional information from customer/users, as required
  • Escalates next level of technical support for incident resolution, as appropriate
  • Monitors the progress and status of all open tickets toward incident resolution ad request fulfilment
  • Monitors and keeps customers/users informed of ticket status and updates at agreed intervals, till ticket closure
  • Provision to support Major incident, as required
  • Forms part of Request Fulfilment group specializing on fulfilling certain types of Service Requests (broadly refers to Standard Changes or Pre-Approved Change Request)
  • Responsible to produce breaching and aging reports for tickets logged by Service Desk
  • Contributes and support by identifying any gaps or short comings in the current processes, procedures and services; propose or recommend improvements to bridge these gaps
  • Basic diagnosis and provide support to resolve issues related to M365, Active Directory, Windows Operating System
  • Basic know-how and support on Network issues such as Ping, DNS, Traceroute, Http, SSL
  • Qualifications & Skills

  • 1-2 Years’ experience required in call centre managed services
  • ITIL Foundation Certification
  • CISCO CCNA Certification
  • Strong Call Handling Skills
  • Familiar with BMC Ticketing System
  • Able to work 24 x 7 shift work in Singapore Office
  • Required Skill Profession

    Computer Occupations


    • Job Details

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    Unlock Your Service Desk Potential: Insight & Career Growth Guide


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    Are You Looking for Service Desk Support Engineer Job?

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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at U3 adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying Singapore laws and regulations

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