Application Support Engineer

KRIS INFOTECH PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A technology company in Singapore is seeking a detail-oriented Helpdesk Analyst to provide first-level technical support for end users. The role requires diagnosing and resolving software issues and maintaining high customer satisfaction. Candidates should have at least 1 year of experience in a technical support role and familiarity with helpdesk systems like ServiceNow or JIRA. Strong problem-solving and communication skills are essential for success in this fast-paced environment.

Qualifications

• Minimum of 1 year of experience in a technical support or helpdesk role.
• Familiarity with helpdesk or ticketing systems.
• Strong customer service orientation and ability to prioritize tasks.

Responsibilities

• Provide first-level technical support to end users.
• Diagnose and resolve software-related issues efficiently.
• Log, track, and manage incidents using the ticketing system.

Skills

Customer service orientation

Problem-solving skills

Communication skills

Independence

Ability to prioritize tasks

Tools

ServiceNow

JIRA

Job description

Job Description

• Detail-oriented and customer-focused Helpdesk Analyst to provide first-level technical support to end users.
• Responsible for diagnosing, troubleshooting, and resolving software-related issues efficiently while maintaining a high level of customer satisfaction. involves escalating incidents to L2/L3 support teams when required.
• Serve as the first point of contact for users seeking technical assistance via email or the ticketing system.
• Provide application support based on project FAQs and established support documentation.
• Diagnose and resolve common software and application-related issues in a timely manner.
• Escalate unresolved or complex issues to L2/L3 IT support teams as necessary.
• Log, track, and manage incidents using the helpdesk/ticketing system, ensuring accurate documentation and timely resolution.
• Assist in maintaining IT support documentation, FAQs, and user guides.

Requirements

• Minimum of 1 year of experience in a technical support or helpdesk role.
• Familiarity with helpdesk or ticketing systems (e.g., ServiceNow, JIRA).
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.
• Strong customer service orientation with a user-centric mindset.