Associate Engineer, Service Desk

Singtel Group; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Singtel is seeking an ICT support officer to deliver timely end-user assistance across phone and email, acting as the first contact for incidents and requests. You will diagnose problems, document steps taken, and coordinate with teams to ensure incident resolution while maintaining strong customer service and knowledge sharing.

The role welcomes new graduates and requires basic IT knowledge, good communication skills, and a willingness to work varied shifts for 24/7 support.

Qualifications

• Diploma or degree in Information Technology, Computer Engineering, or related field.
• New graduates are welcome to apply.
• Basic knowledge of telecommunications tech and mobile services infrastructure is a plus.
• Good written and spoken communication skills.
• Willingness to work varied shifts for 24/7 support.

Responsibilities

• Provide timely and effective support to Singtel end-users via phone and email within SLAs.
• Act as first point of contact between users and higher-level support.
• Diagnose issues and assist with resolutions based on user descriptions.
• Demonstrate understanding of customer needs and deliver quality service.
• Perform remote assistance using diagnostic techniques and probing questions.
• Document all problems and requests clearly in the ticketing system.
• Follow up on incidents to ensure satisfaction until closure.
• Coordinate with other teams to escalate and resolve issues promptly.
• Identify areas to improve operational processes and update knowledge base.

Skills

IT support knowledge

Customer focus

Team player

Problem-solving

Education

Diploma/ Degree in Information Technology or Computer Engineering

Job description

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We're building an AI-first telco for the future—connecting people, businesses and communities through trusted networks, intelligent digital services and next-generation technology.

From transforming everyday experiences in mobile, broadband, entertainment and lifestyle services to enabling enterprises with AI, 5G+, cloud, cybersecurity, data centres and digital platforms, we create the technology that powers how millions live, work and connect.

At Singtel, your work creates real impact. You'll solve meaningful challenges, shape critical digital infrastructure and help build secure, resilient and AI-enabled solutions that serve businesses, digital ecosystems and communities across the globe.

This is where BIG Possibilities become reality. Whether you're engineering intelligent networks, advancing sovereign AI cloud platforms, strengthening cybersecurity, designing seamless customer experiences or driving sustainable innovation, you'll be part of teams shaping the future of technology.

Backed by decades of expertise and driven by a culture of continuous learning and innovation, Singtel offers the scale, opportunities and support to help you grow your career while making a difference where it matters most.

How You will Make An Impact:

• Provide timely and effective support to Singtel external and internal end-users through various available channels like phone and email within the target Service Level.
• Act as initial and single point of contact between end-users and next level support.
• Assist in the initial level of diagnosis of problems and incidents and help in resolving them with best solution based on the description provided by end users.
• Demonstrate a good understanding of the customer’s business needs with good customer service skills.
• Perform remote assistance using basic technical and service knowledge through diagnostic techniques and proper probing of question.
• Ensure proper and accurate documentation for all problems, incidents, and requests in the ticketing system.
• Follow up and monitor incidents to ensure customer satisfaction until incident closure.
• Work with other teams and other group of stakeholders to ensure the coordinated management of incidents is escalated to the next support level until the issue is resolved.
• Identify areas to improve operational processes and procedures and document them in our knowledge database to enable to operate effectively.

Skills for Success:

• Diploma / Degree in Information Technology, Computer Engineering, or a related field.
• New graduates are welcome to apply.
• Basic knowledge of telecommunications technologies, mobile services infrastructure including 4G, 5G, LTE and VoLTE or mobile commerce applications is an advantage.
• Basic technical knowledge of computer networking, including knowledge of hardware, protocols, and internet standards.
• Good oral and written communication skills.
• Must be customer focus and open to seek opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
• Ability to work creatively and analytically in a problem-solving environment to improve customer service.
• Ability and willingness to work as a team member and on varied shift types for 24/7 support.

Are you ready to say hello to BIG Possibilities?

Join Singtel to shape what's next and accelerate your career through meaningful work, continuous learning, and real impact.

Take the leap with Singtel to shape what’s next and accelerate your growth.