Service Desk Engineer

Company Overview U3 INFOTECH PTE. LTD. delivers software services, business solutions, and project management training across industries including banking, insurance, healthcare, and technology. We combine domain expertise with strong delivery and project management capabilities to serve leading clients. Job Summary Join our IT Service Desk team as a Level 1 Service Desk Analyst to deliver first-level technical support, resolve IT issues promptly, and ensure excellent customer service. Responsibilities Provide first-level technical support to users via phone, email, and approved support channels to resolve IT issues efficiently Respond to user enquiries and incidents professionally, accurately, and within agreed service timelines Diagnose and troubleshoot basic hardware, software, and application issues to restore user functionality Escalate unresolved or complex incidents to Level 2 support teams following established procedures Monitor and manage assigned support tickets through to resolution, ensuring accurate and complete documentation Provide regular status updates to users on outstanding incidents and service requests in line with service level agreements Prioritise and categorise incidents based on business impact and urgency to optimise support workflow Maintain ownership of assigned cases and follow up to ensure timely closure and user satisfaction Identify recurring issues and report trends or increased incident volumes to the Team Lead for proactive management Deliver professional, customer-focused support while meeting defined service quality and performance standards Perform other duties as assigned to support team and organisational goals Preferred competencies and qualifications Experience in IT Helpdesk, Service Desk, or Technical Support roles to enhance support effectiveness Basic knowledge of Windows operating systems, Microsoft Office applications, and common IT troubleshooting techniques to assist users Strong customer service, communication, and interpersonal skills to engage users effectively Good analytical and problem-solving abilities to diagnose and resolve technical issues Ability to prioritise tasks and work effectively in a fast-paced environment to meet service demands Willingness to work on rotating shifts, weekends, or public holidays as required to maintain service coverage U3 Privacy Notice: Please refer to U3’s Privacy Notice for Job Applicants/Seekers at https://u3infotech.com/privacy-notice-job-applicants/. When you apply, you voluntarily consent to the collection, use and disclosure of your personal data for recruitment/employment and related purposes.