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IT Support Engineer (4 months contract)
Singapore, Singapore · Information TechnologyResponsibilities:
- Manage the performance of services to customers.
- Ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded.
- Ultimate responsibility for ownership of all customers’ incidents or logged service requests.
- Track the incidents to conclusion in line with SLAs and quality standards.
- Manage critical customer’s incidents, associated to customer communication, activities and any appropriate escalations.
- Provide information about incidents analysis and KPIs.
- Build services relationship with customers and conduct service reviews for key customers.
- Review performance reports, service improvements, service quality and processes.
- Provide management and performance reports
- Provide on-site technical support for PC (hardware and software), voice equipment and mobile device (Smartphone and Tablet)
- Perform basic hardware moves and changes
- Physically set up computers and software system installation
- Record all tasks and incidents in ticket tracking system
- Ensure timely resolution of issues by acquiring necessary information to best measure impact to Customer
- Proactively inform management of trends, significant problems and expected delays
- Update and manage inventory on new incoming hardware orders
- Communicate with vendors for incoming hardware orders and repairs.