Service Desk Engineer – ERP21 Recruitment & Consultancy

Service Desk Engineer

Full Time
  • Post Date: October 4, 2021
  • 18252
Job Description

About the Position:


The Service Desk Engineer is responsible for providing first level technical support to the Client’s customers.

He/She will work closely with Desktop Engineer (Level 2), Service Desk Team Leads & Technical Support Engineers to achieve this purpose. 


Main Responsibilities:


  • Respond to the incoming enquiries/incident/request (call, e-mail etc.) 
  • Record and manage all issues in Service Management System. 
  • Perform 1st level trouble-shooting on desktop and basic systems/network issues.
  • Escalate requests/issues to the appropriate resolver group according to SLA (Service level Agreement). 
  • Provide timely status update on issues escalated and to close tickets within SLA
  • Ensure daily tasks are executed according to SOP (Standard Operation Procedure).


Job Requirement / Qualification

  • Willing to perform 24×7, 12-hour shift.
  • Minimum –  3 ‘O’ Levels with a Pass in English 
  • Sufficient support knowledge of common productivity tools, eg., Windows XP/Vista/7, MS Office & MS Exchange
  • At least 1 year IT support experience preferably in the IT service desk environment. Candidates who do not meet the experience required will still be considered if they can demonstrate proficient technical skills.
  • Customer-oriented, patient, meticulous and a strong team player.
  • Is self motivated and pro-active in heading off problems.  Strong & effective communication and interpersonal skills with desire to work as part of a team.