24/7 Helpdesk Associate: L1 Support & First Call

TECHELM SERVICES PTE. LTD.; Singapore; On-site; SGD 26,000 - 38,000; Full time

Job summary

TECHELM SERVICES PTE. LTD. is seeking dedicated L1 Helpdesk Executives to support a 24/7 operational environment.

The role requires prompt, accurate assistance to users across multiple channels while upholding service standards and response times. The position involves rotating day and night shifts within a structured framework. Responsibilities include first-level technical support over the phone, troubleshooting, escalating when needed, and timely incident closure.

Qualifications

• Diploma/ITE qualification or equivalent. Training provided.
• Experience in a helpdesk is advantageous.
• Strong communication and interpersonal skills essential.
• Willingness to work rotating shifts including weekends/public holidays.

Responsibilities

• Provide prompt, reliable customer and technical support in a 24/7 Helpdesk environment.
• Offer first-level technical assistance and troubleshooting over the telephone.
• Strive for first-call resolution of user issues.
• Respond to inquiries via telephone, WhatsApp and email.
• Ask relevant questions to identify and assess issues.
• Escalate complex issues to Level 2 or vendors within SLAs.
• Coordinate with third-party vendors for timely resolution.
• Follow up to ensure satisfactory resolution of reported issues.
• Maintain clear communication within the team and stakeholders.
• Gather feedback to support service improvements.
• Accurately log incident details, actions and resolutions.
• Prepare and submit daily, weekly and monthly operational reports.
• Comply with operational procedures and performance requirements.
• Retrieve and review call recordings as required.

Skills

Communication skills

Customer service

Teamwork

Multitasking

Interpersonal skills

Basic computer literacy

Education

Diploma / ITE qualification

Job description

TECHELM SERVICES PTE. LTD. is seeking dedicated L1 Helpdesk Executives to support a 24/7 operational environment.

The role requires prompt, accurate assistance to users across multiple channels while upholding service standards and response times. The position involves rotating day and night shifts within a structured framework. Responsibilities include first-level technical support over the phone, troubleshooting, escalating when needed, and timely incident closure.