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