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