Service Desk Engineer (M365)

Job Detail

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 14,000 has delivered large-scale, mission critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region. This role serves as the subject matter expert (SME) within the service desk team. The position acts as the go-to person for a specific product, application, or domain, while also providing first level IT support via phone and remote tools. The SME will also support and administer Microsoft 365 (M365) environments, including user account management, mailbox configuration, and issue resolution related to M365 applications and services. Responsibilities | CORE • Provide support, troubleshooting and administration for M365 (Microsoft) ecosystems such as Office, Outlook, Teams, OneDrive, SharePoint, Copilot, Intune etc • Liaise with second-level support on product enhancements and train team members • Update shared repository with changes in area of focus • Provide First Call Resolution (FCR) technical support via phone and email • Perform first level troubleshooting and escalate to resolver groups as required • Furnish timely updates to customers on issue status • Maintain ownership of cases until closure with accurate documentation • Manage customer expectations and escalate unusual surge issues to Team Lead • Classify and prioritize incidents, tracking progress and updates