Desktop Engineer

Company

Confidential

Location

singapore, singapore

Type

Full-time

            Job Description  Shift coverage:  Operate in rotating shifts to ensure 24/7 availability, including weekends and holidays 
First Call Resolution (FCR):  Handle user queries and incidents via phone, email, or chat, aiming to resolve issues at first contact. 
Troubleshooting:  Provide initial diagnosis for hardware, software, and network issues, escalating to higher support tiers when necessary. 
Escalation management:  Route unresolved issues to Level 2/3 support teams while maintaining communication with users. 
Monitoring:  Keep track of system alerts, performance dashboards, and critical services to proactively detect outages. 
Compliance and Reporting:  Adhere to SLAs, ITIL processes, and generate performance reports for management. 
User communication:  Update users on ticket status, expected resolution times, and provide clear instructions or workarounds. 

        
        
    

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