Around-the-Clock IT Service Desk Engineer (Singapore)

BASE CAMP DIGITAL PTE. LTD.; Singapore; On-site; SGD 39,000 - 58,000; Full time

Job summary

BASE CAMP DIGITAL PTE. LTD. in Singapore seeks an IT Service Desk professional to be the single point of contact for users through phone, email, Self-Service Portal and on-site visits.

You will diagnose and resolve hardware, software and network issues, log incidents in ServiceNow, manage on-call duties, and escalate to L2/L3 while ensuring SLAs and user satisfaction in a 24x7 environment.

Frontline teamwork with cross-functional groups is essential to improving service delivery.

Qualifications

• Degree or diploma in Computer Science, Information Technology, or related field.
• Experience in IT service desk, desktop support, or similar roles.
• Familiarity with ITSM ticketing tools (e.g., ServiceNow).
• Experience supporting Windows and Mac environments.
• ITIL v3 Foundation certification is an advantage.
• Knowledge of user account management tools (e.g., Sailpoint, OKTA).

Responsibilities

• Serve as the first point of contact for IT issues via phone, email, Self-Service Portal, or on-site at the concierge desk.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Log incidents and requests in the service management tool and prioritize based on urgency.
• Escalate unresolved issues to L2/L3 support.
• Ensure incident priorities align with SLAs and quality standards.
• Act as Incident Manager for Major Incidents and Priority 1 incidents.
• Monitor queues and assist in service delivery improvements.
• Handle account provisioning across systems (AD, GSuite, Windows, Mac).
• Maintain up-to-date knowledge base articles and SOPs.

Skills

IT support

Customer service

TeamViewer remote support

Communication skills

Education

Degree/Diploma in CS/IT

Tools

ServiceNow

Active Directory

GSuite / Google Admin

OKTA

Sailpoint

Job description

BASE CAMP DIGITAL PTE. LTD. in Singapore seeks an IT Service Desk professional to be the single point of contact for users through phone, email, Self-Service Portal and on-site visits.

You will diagnose and resolve hardware, software and network issues, log incidents in ServiceNow, manage on-call duties, and escalate to L2/L3 while ensuring SLAs and user satisfaction in a 24x7 environment.

Frontline teamwork with cross-functional groups is essential to improving service delivery.