Service Desk & Desktop Lead (Level 2)

at  Telistar Solutions Pte Ltd

The Service Desk & Desktop Lead (Level 2) is responsible for providing advanced technical support and guidance to both end-users and Level 1 Service Desk technicians. This role acts as a technical escalation point for complex hardware, software, and network issues, while also managing the shared services environment. This individual will demonstrate expertise in Microsoft technologies and will play a key role in reporting on IT service performance and driving continuous improvement.

DESIRED SKILLS & EXPERTISE:

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• Minimum 4 years of experience in a Service Desk or technical support role, with at least 1 year of experience at Level 2 or equivalent.
• Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate) are highly preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Customer-focused approach.
• Strong knowledge of Windows operating systems.
• Experience with Microsoft 365 suite (including Teams, SharePoint, and Exchange).
• Proficiency in Intune and Azure administration.
• Networking knowledge (TCP/IP, DNS, DHCP).
• Experience with remote support tools.
• Experience with ITSM Tools
• Any adhoc duties assigned from time to time.
• ONLY Singaporean need to apply.

• Incident Management:
• Provide timely and effective resolution of escalated incidents from Level 1technicians.
• Diagnose and troubleshoot complex technical issues related to hardware, software, operating systems, Microsoft 365, Intune, Azure, and network connectivity.
• Utilize remote support tools to resolve issues efficiently.
• Document and track incidents through the entire lifecycle, ensuring proper closure and knowledge base updates.
• Shared Services Management:
• Oversee the day-to-day operation of shared services for our client and project.
• Ensure availability, reliability, and optimal performance of shared resources.
• Implement and maintain user access controls and security measures.
• Reporting & Communication:
• Develop and deliver comprehensive weekly/monthly progress reports on Service Desk performance, highlighting key metrics and trends.
• Communicate effectively with stakeholders, including IT management, end-users, and other IT teams.
• Leadership & Mentoring:
• Mentor and guide Level 1 Service Desk technicians, sharing knowledge and providing technical training as needed.
• Contribute to the development and improvement of Service Desk processes, procedures, and knowledge base articles.
• Participate in team meetings, sharing insights and contributing to continuous improvement initiatives.
• Assist in managing the Service Desk queue, ensuring timely response and resolution of tickets.