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 Disclaimer: The company is committed to ensuring the privacy and security of your information. By submitting this form, you consent to the collection, processing, and retention of the information you provide. The data collected (which may include your contact details, educational background, work experience and skills) will be used solely for the purpose of evaluating your qualifications for the position you're applying for. Your data will be stored securely and retained for the duration necessary to fulfill our hiring process. If you are not selected for the position, your data will be kept on file for a limited period in case future opportunities arise. You have the right to access, correct, or delete your data at any time by contacting us at Quess Singapore | A Leading Staffing Services Provider in Singapore (quesscorp.sg) 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