IT SERVICE DESK SUPPORT

IT Service Desk Support Engineer

• Provide 24×7 Service Desk coverage on a rotational basis, ensuring continuous monitoring of duty phone and service desk channels and timely response to reported incidents.

• Serve as the first point of contact for IT incidents and service requests, performing initial triage, troubleshooting, and appropriate resolution or escalation.

• Monitor and manage incident and service request tickets, ensuring timely assignment, progress tracking, follow-up, and closure in accordance with agreed service levels.

• Accurately log, classify, categorise, and prioritise incidents and service requests within the ticketing system to ensure proper routing and handling.

• Perform first-level troubleshooting for reported technical issues and take appropriate actions to restore services.

• Coordinate the escalation of unresolved or high-impact incidents to relevant support teams and ensure effective follow-up through to resolution.

• Provide timely and professional updates to users and stakeholders regarding ticket status, incident progress, service disruptions, and restoration activities.

• Monitor system alerts, operational dashboards, and notification channels, responding appropriately to detected anomalies or service degradation.

• Ensure incidents and service requests are handled within defined SLA response and resolution timelines.

• Maintain accurate records of incidents, escalations, ticket activities, and shift activities to support operational continuity.

• Perform effective shift handovers, ensuring outstanding incidents, escalations, and operational matters are properly communicated to the incoming support team.

• Follow established SOPs, runbooks, IT processes, and operational procedures when handling incidents and service requests.

• Contribute to knowledge base updates, documentation, and continuous process improvement to improve service desk efficiency and support quality.

• Work closely with relevant technical and operational teams to ensure incidents are resolved efficiently and service availability is maintained.
  

  QUESSCORP SINGAPORE PTE. LTD

  Registration No. 199801439D
  
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  This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).

  e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore’s PDPA and e2i’s PDPA