Service Desk Engineer

  • Singapore
  • Contract
  • Fri Jan 9 03:39:03 2026
  • 40173


Service Desk Engineer


What’s on Offer:
  • Industry: Media Network
  • Location: Singapore
  • 12 months contract role (with the possibility of extension)
  • Competitive Compensation
  • Shift Working Hours (24X7) including weekend and public holidays

Job Summary:
This position serves as a single point of contact for all IT issues and requests reported by users through the different support channels (phone, email, Self-Service Portal, Tech Concierge Desk). It is responsible for providing support (remotely or onsite) on company supported computer software, applications, and platforms.
Job Description:
  • Serve as the first point of contact for users experiencing technical issues via different support channels (phone, email, Self-Service Portal, Tech Concierge Desk).
  • Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
  • Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.
  • Escalate unresolved issues to relevant next level support team (L2/L3)
  • Ensure effective management of all incident priorities including Major Incidents, Priority 1,2,3 and 4 and service requests through various communication channels, including phone, email, and in- person interactions at the concierge desk .
  • Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process
  • Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards
  • Handle user account lifecycle management (Joiner, Mover & Leaver), access provisioning in accordance with company IT security policies.
  • Perform regular out of office hours on call duties as per operational needs
  • Oversee DSAT feedbacks and take corrective action
  • Handle account provisioning across various system platforms (Active Directory, GSuite email account, Windows, Linux etc) for staff and generic accounts such as service accounts, admin account or FTP.
  • Oversee daily cessation activities and evaluate any potential issues to ensure compliance with audit requirements.
  • Provide reports upon stakeholder requests to list the active users or users associated with a specific application.
  • Manage and process IT service requests, assist in projects including user profiling setup, software installation, and system configuration
  • Assist in DWS (Digital Workplace Services) BAU tasks and projects such as but not limited to the following: oOS imaging, deployment, upgrade, and tracking (Windows and Mac) oEndpoint device management oHardware refresh
  • Maintain up-to-date knowledge base articles for common issues, troubleshooting steps, and SOPs used by the Service Desk team
  • Collaborate with cross-functional teams (Product Managers, Engineering, Architects, etc.), and business stakeholders and ensure proper escalation to improve service delivery and user experience.
  • Communicate effectively with end-users, keeping them informed of the status of incidents and requests.
  • Monitor alerts triggered from servers, databases, or systems and inform the respective teams for necessary actions.
Job Requirements:
  • Degree/Diploma in Computer Science, Information Technology, or related field
  • Proven work experience in an IT support function such as a Service Desk Agent, Desktop Support Engineer, or other similar roles
  • Working knowledge and experience on ITSM ticketing tools (ServiceNow, etc.)
  • Working knowledge and experience on computer hardware, OS, software, and applications both in Windows and Mac environments.
  • Comfortable in supporting users over the phone, onsite, or remotely using remote access tools such as Teamviewer
  • Possess an ITIL v3 and above Foundation certification is an advantage
  • Knowledge of user access management processes and tools such as Sailpoint or OKTA is a plus.

Others:
  • Excellent written and verbal communication skills
  • A minimum of 3 years of experience in a 24X7 service desk or technical support role
  • Good interpersonal and problem-solving skills
  • Able to multitask and prioritize the tasks accordingly
  • Pragmatic and flexible mindset to succeed in an ever-changing and dynamic environment
  • Capacity to learn and adapt to new technologies fast
  • Ability to proactively carry out tasks independently or with minimal supervision
  • Clearly and calmly communicating with team members or stakeholders to manage expectations and coordinate efforts during high-stress situations.