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Job Details

Level 1 Helpdesk Engineer (ID:1787)

Date:02 Oct 2017Email this jobEmail this job
Location:Singapore
Salary:SGD2,500 - SGD3,000
1787
Singapore


Our client is a Malayan bank looking to expand their helpdesk team. 

Primary Objectives:

Central point of contact for handling user issues along with others related to IT service provision

Central point of contact for fulfilling user IT request

Provide first level IT service support

Provide IT Service and fulfilment statistics for management reports

Escalate incidents issues and fulfilment requests to relevant parties

 

Key Responsibilities:

Logging all relevant incident and service request details, allocating categorization and prioritization

Providing first-line investigation and diagnosis

Resolving incidents/service requests when first contacted whenever possible

Escalating incidents/service requests that they cannot resolve within agreed timescales

Keeping users informed of progress

Closing all resolved incidents, requests and other calls

Communication with users – keeping them informed of incident progress

 

Cross Support Function

Monitoring of system triggered incidents and escalate to level 2, Infrastructure, application or information security team


Minimum ITE or Diploma with  at least 2 years experience in IT Service desk.

Strong verbal and written communication skills

Good analytical and problem solving skills

Experience in Windows Client and Servers

Knowledge of commonly-used concepts, practices, and procedures for end user technical support.

Strong customer service experience.

•Excellent phone etiquette.

•Good Teamwork attitude.


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