Associate (Service Desk Engineer) - IT Service Management Associate (Service Desk Engineer) - IT Service  …

Great Eastern Life Assurance Co Ltd
in Singapore
Permanent, Full time
Last application, 13 Apr 21
Competitive
Great Eastern Life Assurance Co Ltd
in Singapore
Permanent, Full time
Last application, 13 Apr 21
Competitive
Associate (Service Desk Engineer) - IT Service Management
Job Purpose

  • Responsible to deliver excellent IT service support to both internal and external customers.
  • Assist staff with technical support of desktop computers, applications and related technology.
  • Support will include installation and testing of computer systems and peripherals within the established standards and guidelines.
  • Activities will require interaction, with application and infrastructure support and vendors to diagnose and resolve issues.
  • Work is performed with little supervision and requires initiative and judgement.
  • Provide technical support to Life Planners (Agency Force).
The Job

Corporate User Support
  • Responsible for supporting all company issued desktops, laptops, mobile and some telephony devices.
  • Work closely with Infrastructure, Applications and vendors to resolve escalated issues.
  • Work closely with project team and users on new developments or deployments. (e.g. desktop deployment, application deployment, BCP/DR exercises, office renovations, etc).
  • Provide workaround solutions to quickly restore service for issues with no permanent fix.
  • Installation of new software and/or hardware.
  • Recommends and/or performs upgrades on PC systems to ensure longevity.
  • Understand and adopt best practices based on ITIL framework.
  • Provide professional customer service to all end-users.

Life Planner Support
  • Assist Life Planners to resolve Application and related technical issues through telephone or onsite support at various GE locations.
  • Record all cases in the ticketing systems and provide first level resolution.
  • Escalation of incidents to other production support.
  • Mobile support for Life Planners on a rotational basis, which includes weekends and public holidays.


  • Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
  • Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
  • Highlights any potential concerns /risks and proactively shares best risk management practices.
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