1st Line Helpdesk Analyst (Trainee)

Hawksford; Singapore; On-site; SGD 31,248 - 53,568; Full time

Job summary

Hawksford is seeking a dedicated IT support professional to provide first-line assistance for software and hardware issues to local and remote staff. You will log, track, and resolve incidents, escalating when necessary and keeping users informed of progress.

The role requires troubleshooting desktops, laptops, printers, scanners and peripherals, with adherence to Change Control policies and asset management practices. Team collaboration and flexible support hours may be required.

Qualifications

• Ability to think logically and diagnose issues systematically.
• Strong memory of how software and operating systems work.
• Excellent listening and questioning skills to identify problems.

Responsibilities

• Provide first line support for hardware and software issues via phone and desk side when needed.
• Log all requests accurately and promptly for analysis and reporting.
• Escalate to 2nd/3rd line support as required and keep users informed of status.
• Perform troubleshooting on desktops, laptops, printers, scanners and peripherals.
• Ensure changes follow Change Control Policy and are authorised.
• Maintain asset register and support asset auditing and tracking.
• Share knowledge with the Operations Centre team and build good stakeholder relationships.
• Occasionally work outside business hours and cover for colleagues as needed.

Skills

Logical thinking

Software/OS memory

Active listening

Client communication

Job description

Hawksford is seeking a dedicated IT support professional to provide first-line assistance for software and hardware issues to local and remote staff. You will log, track, and resolve incidents, escalating when necessary and keeping users informed of progress.

The role requires troubleshooting desktops, laptops, printers, scanners and peripherals, with adherence to Change Control policies and asset management practices. Team collaboration and flexible support hours may be required.