Service Desk Engineer L1

Key Responsibilities

• Respond to incoming enquiries, incidents, requests, and alerts via Call, Email, Webchat, EUP, IVR, and monitoring consoles
• Perform 1st level troubleshooting across supported systems: Workplace, Server, Network, Microsoft 365, Secure Access Service Edge, and Point of Sale
• Monitor security events, and server/network availability and performance
• Handle password resets and unlocks
• Log and route unresolved issues to higher tiers or Resolver Teams
• Record and manage all transactions and cases in the Service Management System
• Broadcast notifications to relevant internal and external parties
• Provide timely status updates and follow up on escalated cases through to closure, within SLA
• Ensure all daily tasks are carried out per Standard Operating Procedures
• Undertake other duties as assigned by the Team Lead, ARC Manager, or Top Management

Requirement

Education

• University degree with a good command of English
• Singaporeans, Malaysians, or SPR holders preferred
• Willing to work 12-hour shifts or standard office hours as required

Experience

• Preferably at least 1 year of IT support experience, ideally within an IT service desk environment
• Candidates without this experience will still be considered if they can demonstrate strong technical aptitude

Technical Skills

• O365
• MS Excel (Pivot tables, filters, graphs)
• MS PowerPoint
• MS Windows
• Basic desktop and network troubleshooting & resolution
• BMC Remedy / ServiceNow
• Cloud telephony systems

Non-Technical Skills

• Strong communication and customer service skills
• Understanding of service quality and service level management principles
• ITIL4 Foundation certification is an advantage

Bilingual Advantage (Preferred, not required)

• Fluency in English plus Mandarin and/or Thai
• Minimum 1 year of bilingual support experience within a 24x7 call centre, service desk, or helpdesk environment
• Working hours typically Monday–Friday per client business hours, with flexibility for shifts, weekends, and public holidays as needed
• All tickets and documentation must be maintained in English regardless of language spoken