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Senior Engineer, IT

Date: 11-Jun-2021

Location: Singapore, SG

Company: ST Engineering Group

Job Purpose: 
The IT Service Desk is the central point of contact for all IT related incidents and service requests.
The Service desk is responsible for resolving IT Related problems and support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.

The role of the Senior Associate Engineer is to provide Back end support for Service desk in ST Engineering with focus on CSAT feedback, Root cause analysis, Quality checks on the Incidents, Knowledge base, Technical Training on product and documentation of work instruction process and also adhoc reports for Management .

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

    Good understanding for Incident Management, Problem Management and other Functions as per ITIL Concepts.
    Equally effective working independently or as a team. Comfortable interfacing with all levels of management. 
    Good Technical Knowledge and communication skills.
    Self-motivated and Diligent
    Ensures incidents reach resolution through the standard incident management process
    Identify and understand the underlying causes of an incident as well as identifying the best method to eliminate that root cause.
    Primary task is to prevent incidents from happening as well as minimizing the impact of incidents that cannot be prevented.
    A key part of the role is creating and managing a knowledge base to maintain the information about known errors and workarounds for the service desk and self-service portals to use.
    Management of all incidents that have not been escalated
    Guarantees all incidents has an owner
    Tracks cases to ensure timely response (in accordance with Service Level Agreement) 
    Responsible and accountable for ensuring contributions towards the Total Customer Experience are met
    Monitors the incident management system for incidents that are: 
•    Unassigned 
•    Not active
•    Reaching SLA threshold
    Has the authority to identify an owner for an Incident when required (e.g. bounces)
    Ensures mis-routed cases are trapped and assigned to correct support workgroups
    Analyse statistical information pertaining to team performance and make recommendations for improvement.
    Responsible for ensuring operational processes are updated and implemented.
    Assist the Service Desk Operations Manager on process and service improvements.
    Conduct sharing sessions to communicate issues and changes to team.
    Conduct investigations on unsatisfied feedbacks received and tracking of satisfied feedbacks received (Complaints and compliments Handling )
    Conduct regular call assessments and ticket reviews for quality improvement.(QA)
    Identify gaps in quality, coach staff and work on areas of improvement.