Associate Support Engineer (Helpdesk)

St. Andrew's Community Hospital; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A community healthcare provider in Singapore is looking for an IT support specialist to act as the first point of contact for user issues in IT services. Tasks include troubleshooting minor IT issues, maintaining documentation, and providing support after hours when needed. Candidates should have at least 1 year of IT support experience and a diploma in Information Technology. Customer service skills are essential for this role.

Qualifications

• Minimum 1 year of experience in IT support.
• Passion for healthcare or community services.
• Ability to maintain documentation.

Responsibilities

• Serve as the first point of contact for IT support.
• Log, categorize, and prioritize service requests.
• Perform basic troubleshooting and resolution for common issues.

Skills

Basic troubleshooting

Customer service skills

Team collaboration

Interpersonal communication

Education

Higher Nitec / Diploma in Information Technology

Job description

St. Andrew's Community Hospital – Simei New Town

Serve as the first point of contact for IT support

Provide step-by-step instructions for common user issues

Log, categorize, and prioritize incidents and service requests in the ITSM/ticketing tool

Responsibilities

• Serve as the first point of contact for IT support via hotline, phone, email, chat, or ticketing system
• Man the IT support hotline, ensuring prompt response to user issues
• Provide step-by-step instructions for common user issue
• Perform basic troubleshooting and resolution for:
• Password resets and account lockouts (Active Directory, email, VPN)
• Email, VPN, and collaboration tools
• Network connectivity issues
• Printers, peripherals, and basic hardware/software problems
• Receive, log, categorize, and prioritize support requests using a ticketing system
• Escalate unresolved or complex issues to Level 2 with documentation
• Monitor and update ticket statuses to reflect progress
• Route/Redirect tickets correctly by priority, impact, and category
• Escalate high-impact incidents or outages immediately following escalation protocol
• Maintain records of daily issues and resolutions for reporting and analysis
• Update internal documentation or user-facing knowledge base content
• Perform stock take, asset management & update asset records for end user computing
• Be on standby and support system maintenance activities after office-hours, if required
• Any other IT duties as assigned

Requirements

• Higher Nitec / Diploma in Information Technology or equivalent
• Minimum 1 year of experience in providing IT support to end-user computing
• Has a passion or keen interest in Healthcare or Community Services
• Strong in tracking on-hand tasks and see through to completion
• Experienced in troubleshooting minor IT issues and escalating to higher levels of IT support
• A great team player and able to work well with other team members
• Customer service oriented with strong interpersonal skills
• Able to communicate well and maintain documentation
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