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Job Title: Service Desk Engineer L1.5
Company: Yoda Tech Pte. Ltd.
Experience: 2-5 Years
Job Type: Full-time
About Yoda Tech:
At Yoda Tech Pte. Ltd., we are committed to delivering innovative IT solutions to help businesses thrive in a digital world. We empower our team to take on technical challenges, grow professionally, and contribute to cutting-edge projects. Join us in providing top-notch IT support to our global clients.
Job Summary:
The Service Desk Engineer L1.5 is an intermediate-level role tailored for professionals with substantial IT support experience and a strong grasp of IT Service Management (ITSM) tools. The successful candidate will manage and resolve escalated technical issues from Level 1 support, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
Key Responsibilities:
- Serve as an escalation point for Level 1 service desk staff, providing guidance on complex technical issues.
- Manage and track incidents, service requests, and problem resolutions using ITSM tools (e.g., ServiceNow, JIRA, BMC Remedy).
- Troubleshoot and resolve issues related to hardware, software, and network components; escalate to Level 2 or higher support if needed.
- Collaborate with internal IT teams to implement solutions for more complex problems.
- Monitor and manage service desk queues, ensuring timely and accurate resolution of tickets.
- Contribute to knowledge base documentation and best practices to improve overall service desk efficiency.
- Assist in developing and implementing process improvements to enhance service delivery and customer satisfaction.
- Provide training and support to Level 1 service desk staff to foster skill development and maintain consistent support quality.
- Maintain a high level of professionalism and deliver excellent customer service in interactions with end-users.
Qualifications:
- 3-5 years of experience in a service desk or IT support role, with a strong understanding of ITSM tools and processes.
- Proficiency in ITSM platforms such as ServiceNow, JIRA, BMC Remedy, or similar tools.
- Strong analytical and problem-solving skills, with the ability to manage multiple tasks simultaneously.
- Excellent communication skills, with the ability to explain technical information to non-technical users.
- ITIL Foundation certification or equivalent is preferred.
Why Join Yoda Tech?
- Work in a dynamic, innovative environment with opportunities for professional growth.
- Collaborate with top-tier IT professionals and clients from various industries.
How to Apply:
Interested candidates are encouraged to submit their resumes and cover letters to [email protected]