BMC Remedyforce Service Desk Engineer

Goldtech Resources Pte Ltd| Date Posted: 14-Aug-2020
EA Licence No: 90C4037|EA Personal Registration No: R1877924
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Job Nature:
Contract
Position Level:
Entry Level
Qualification:
Diploma, Bachelor's / Honours

Job Description

The Service Desk Engineer is responsible for provide first level technical support to internal customers. SDE L1 will work closely with Service Desk Team Leads & 2nd Level Support Engineers to achieve this purpose.

  • Respond to the incoming enquiries/incident/request (Call, Email, Portal etc.) within Service Level Agreement (SLA)
  • Record, classify and track all service desk incidents and requests in BMC Remedyforce IT Service Management (ITSM) System.
  • Monitor open incidents and requests and tracking their progress towards resolutions against specified service targets
  • Perform 1st level trouble-shooting on desktop and basic systems/network issues.
  • Escalate requests/issues to the appropriate resolver group and ensure requests/issues are communicated effectively and receive proper management attention
  • Provide timely status update to customers on issues escalated and to follow up tickets till closure within SLA
  • Ensure daily tasks are executed according to SOP (Standard Operation Procedure).
  • Any other ad-hoc duties as required or assigned

Job Requirements:

  • Minimum Diploma in IT / Computer Engineering
  • Minimum 1 year service desk/ call centre experience using BMC Remedyforce IT Service Management (ITSM) System
  • Willing to perform 12-hour Shift Work
  • Be able to perform in a fast paced environment
  • Experience on Outlook, Windows OS, MAC, Office 2013 / 2016, VPN, Remote Desktop, Printer support are desired
  • Fast & accurate data entry skills
  • Certification in ITIL would be an added advantage
Company Overview
Goldtech Resources Pte Ltd