Application Support Specialist (L2) - Incident Resolver

ServiceOne Limited; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Public holidays

Various types of leave

Discretionary bonus

Medical claims

Job summary

ServiceOne Limited is a leading IT consulting and managed services provider seeking an Application Support Specialist (L2) to join the Regional IS&T Service Desk. The role focuses on diagnosing and resolving Level 2 business application incidents with escalation to L3 when needed.

You will develop procedures, outline user scripts, and train Service Desk staff while maintaining knowledge bases and access rights. English fluency and ITIL knowledge are essential.

Qualifications

• Min. 3 years of work experience in IT field.
• Good command in written and spoken English.
• Hands-on experience in retail business applications, including Office apps like Teams, Zoom, Yammer.
• Self-driven with minimal supervision.
• Strong ITIL knowledge.
• Willing to mentor junior staff.
• Ability to manage multiple tasks and time effectively.
• Proactive approach to daily tasks.

Responsibilities

• As Level 2.5, support Regional Service Desk to resolve business application incidents.
• Diagnose, investigate and resolve Level 2 incidents and coordinate with stakeholders.
• Escalate incidents to L3 with documented coordination.
• Develop standard procedures for responding to business application incidents.
• Outline scripts for Service Desk agents for user communications.
• Ensure processes are reviewed and updated regularly; automate where possible.
• Provide training guides access to the team.
• Use incident management tool to track and support responses.
• Maintain knowledge base; manage application access rights.
• Train and transfer knowledge to Service Desk agents and proximity.

Skills

IT support

English proficiency

Retail apps

ITIL knowledge

Mentoring

Time management

initiative

Tools

Office apps

Job description

ServiceOne Limited is a leading IT consulting and managed services provider seeking an Application Support Specialist (L2) to join the Regional IS&T Service Desk. The role focuses on diagnosing and resolving Level 2 business application incidents with escalation to L3 when needed.

You will develop procedures, outline user scripts, and train Service Desk staff while maintaining knowledge bases and access rights. English fluency and ITIL knowledge are essential.