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IT Engineer (Service Desk)

The IT Service Desk Engineer provides IT support services to end-users at all KONGSBERG locations. The role includes supporting end-users onsite, via phone and remotely. The IT Engineer will be reporting under the Regional Service Center – Asia (RSC-A) located in Singapore.

 

Responsibilities

  • Incidents and Service Requests
    • Follow the Incident Management Process
    • 1st line support (and possibly 2nd line support) for all internal users worldwide
    • Log all relevant tickets (incidents and service requests) received via walk-in or phone call. Initially handle all incoming tickets received via the ticketing system
    • Proper investigation and resolution of tickets
    • Proper escalation of tickets that cannot be resolved on your end
  • Committing to User Satisfaction
    • Keep the user informed/updated of the incident progress
    • Publish system notification when needed
    • Create knowledge articles and other information for end users
  • Assist local users in Singapore (Secom Office/Tuas Office/PSA Vista)
  • Monitoring of infrastructure and business systems
  • Asset Management
  • Client Setup and Management
  • Produce knowledge articles for internal IT use
  • Participate in daily handover with the other RSC’s.
  • Be part of the weekend and bank holiday support. Office hours varies between 0700-1530 and 0900-1730. Office hour may change when there’s a need to back-up other RSC’s.
  • Attend to necessary training if necessary - both domestic and overseas

 

Requirements

  • Degree within the IT field; Fresh graduates are welcome with the right background (on-the-job training) and good attitude. Still, relevant work experience within IT support is an advantage.
  • Service-oriented
    • Customer focused
    • Able to work in teams
    • Cooperative
    • Flexible, responsible and dependable
    • Positively contribute to the common environment
    • Communicative
    • Willing to travel
    • Eager to learn new skills and obtain new knowledge
    • Accountable