Engineer, End User Services

Singtel is hiring an Engineer, End User Services in Kuala Lumpur, Malaysia. Level rates it ; you can apply on Singtel.

Level's read on this job

On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
Level classes it as a mid-level role.
Singtel has 499 other open roles on Level.

AI in this role

Be a part of something BIG!

The Engineer, End User Services will be responsible for managing IT assets/inventory, including collaboration with other IT support engineers, providing guidance and support.

Make an Impact by:

Plan, coordinate, and prioritize activities to ensure timely and effective resolution of desktop support requests and incidents.
Serve as the primary point of contact for escalated technical issues and complex problem resolution including senior or Top Executive staff
Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives.
Monitor and report on Service/Operation Level Agreement related to desktop support service levels, team productivity, and customer satisfaction.
Identifies and resolves customer issues and enquires completely, accurately within the committed turnaround time and in accordance with ServiceDesk standards to ensure contact handling accuracy and operational effectiveness.
Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.

Skills for Success:

Min. ITE/Diploma graduate with 3 years experience in desktop support
Min 3 years experience supporting Microsoft Windows 10 and Microsoft Office 365
Possess at least one (1) of the following certifications or their equivalent: Microsoft 365 Certified: Modern Desktop / Enterprise Administrator Associate/Expert, Microsoft Certified: Azure Administrator Associate; and Microsoft Certified: Azure Security Engineer Associate.
Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
Demonstrate knowledge in the support of workstations, and related components
Clear Spoken & Written English with the ability to prioritize effectively and work with a sense of urgency
Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.

Your Career Growth Starts Here. Apply Now!

How we rate this

Engineer, End User Services at Singtel rates 37 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.