24/7 IT Service Desk & Incident Response Analyst

QUESS SELECTION & SERVICES PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

QUESS SELECTION & SERVICES PTE. LTD. is seeking an IT Service Desk professional to provide 24x7 coverage on a rotation basis and serve as the first point of contact for incidents.

You will triage, troubleshoot, log, classify, and escalate tickets to restore services promptly. The role requires 3–4 years of IT Service Desk experience, strong communication skills, and a solid understanding of SLAs. You will monitor alerts, update users, and ensure timely ticket closure while contributing to

Qualifications

• Minimum 3–4 years in IT Service Desk.
• Strong incident triage and troubleshooting skills.
• Excellent communication with users and stakeholders.
• Familiarity with SLA and escalation processes.

Responsibilities

• Maintain 24x7 service desk coverage on a rotation basis.
• Act as first point of contact for incident reporting and triage.
• Monitor and progress incidents and service requests to timely closure.
• Log, classify, and prioritise incidents in the ticketing system.
• Escalate unresolved/high-impact incidents and coordinate follow-ups.
• Provide timely updates on ticket status and service disruptions.
• Monitor system alerts and trigger appropriate response actions.
• Ensure incidents meet defined response and resolution times (SLA).
• Maintain handover records for operational continuity.
• Follow SOPs and contribute to knowledge base improvements.

Skills

Incident management

Ticketing system usage

Communication

SLA adherence

Monitoring

Tools

Ticketing system

Job description

QUESS SELECTION & SERVICES PTE. LTD. is seeking an IT Service Desk professional to provide 24x7 coverage on a rotation basis and serve as the first point of contact for incidents.

You will triage, troubleshoot, log, classify, and escalate tickets to restore services promptly. The role requires 3–4 years of IT Service Desk experience, strong communication skills, and a solid understanding of SLAs. You will monitor alerts, update users, and ensure timely ticket closure while contributing to