Desktop Support Engineer
Role: Desktop Support Engineer
JD:
Job Summary
Provide desktop support by troubleshooting user incidents and service requests, resolving client platform issues, and maintaining clear communication to ensure timely resolution and excellent customer experience.
Responsibilities
Troubleshoot and resolve desktop support incidents and service requests for walk-in and onsite roaming users
Diagnose and address client platform-related problems to restore functionality
Respond promptly to escalated incidents, investigating root causes and providing temporary or permanent solutions
Communicate timely status updates to relevant stakeholders throughout incident resolution
Deliver a positive customer experience by managing interactions professionally and effectively
Maintain ownership of cases by following up on reported issues until full resolution and documenting accurate information
Manage customer expectations and escalate potential issues to Team Lead proactively
Update and track incident progress diligently in the ticketing system to ensure transparency and accountability
Preferred competencies and qualifications
Experience supporting government agencies
Experience supporting large user bases (100+ users)
Ability to work effectively in a team environment
Other Information
Working hours: Staggered 8.5-hour shifts between 7:30am and 9:00pm (SGT), Monday to Sunday, including Public Holidays