DESKTOP ENGINEER

Responsibilities:

• Performed Remote Desktop Support services to users
• This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
• Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
• Updates Incident records
• Creates and updates work instructions (where necessary)
• Document standards and procedures (where necessary)

Requirements:

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field
• Proven experience in desktop support, service desk, or IT support roles, preferably in a remote support environment
• Strong hands-on experience providing remote desktop support using tools such as Remote Desktop, TeamViewer, or similar platforms
• Familiarity with ticketing or IT service management systems (e.g., ServiceNow, Remedy, Jira) for incident logging and tracking
• Experience in handling end-user support requests, including troubleshooting hardware, software, and network-related issues
• Solid understanding of incident management processes and adherence to SLA and KPI requirements
• Ability to prioritize and manage multiple support tickets effectively in a fast-paced environment
• Experience in escalating technical issues to internal teams or external vendors and coordinating resolution efforts
• Knowledge of Windows operating systems, Microsoft Office suite, and common enterprise applications
• Basic understanding of networking concepts (e.g., TCP/IP, VPN, DNS) and troubleshooting connectivity issues
• Experience in documenting incidents, resolutions, and maintaining accurate support records
• Ability to create and maintain technical documentation, including work instructions and standard operating procedures
• Strong problem-solving and analytical skills with attention to detail
• Good communication skills, with the ability to explain technical issues to non-technical users clearly

Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOL job application platform - GO. 
Evonne Png Wen Xuan | REG No : R22105531
PERSOL SINGAPORE PTE LTD | EA License No : 01C4394

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