Service Desk Engineer L1

Epergne Solutions (Cecil Street Singapore, 日本) フォロー 2時間前

Full-time Service Desk ITIL L1 IT Service Management Ticketing

今すぐ適用する

Job Role:- Service Desk Engineer L1

Job Location:- Tokyo, Japan

Experience:- 2+ Years

Role Summary:-

We are looking for a Service Desk Engineer to provide Level 1 IT support to users. The role involves handling incidents and service requests, performing initial troubleshooting, documenting issues, and coordinating with relevant support teams to ensure timely resolution.

Roles & Responsibilities:-

Provide Level 1 IT support through phone, email, chat, and IT service management (ITSM) platforms.
Troubleshoot basic hardware, software, network, access, and business application issues.
Log, categorize, prioritize, track, and close incidents and service requests in accordance with established processes.
Resolve common technical issues using standard operating procedures, knowledge articles, and available support resources.
Escalate unresolved or complex issues to appropriate Level 2/Level 3 support teams.
Maintain clear and timely communication with users throughout the incident or request lifecycle.
Ensure accurate ticket documentation and appropriate closure of resolved issues.
Work towards defined service-level, quality, productivity, and customer-service objectives.
Contribute to knowledge-base updates and continuous service improvement initiatives.
Follow established IT support, security, and operational procedures.

Required Skills & Qualifications:-

Minimum 2 years of relevant experience in IT Service Desk, Helpdesk, Technical Support, or Application Support.
Good working knowledge of Windows operating systems and Microsoft 365.
Understanding of user access management and basic networking concepts.
Basic troubleshooting knowledge of common IT hardware, software, and business applications.
Experience with ITSM or ticketing tools.
Basic understanding of ITIL concepts, particularly incident and service-request management.
Strong troubleshooting, communication, coordination, and customer-service skills.
Ability to work effectively in a shift-based onsite support environment.
Willingness to work rotational shifts and flexible weekly off schedules, based on business requirements.