Associate Support Engineer (Helpdesk)

St. Andrew's Community Hospital; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

St. Andrew's Community Hospital in Singapore is seeking an IT Helpdesk Analyst to provide responsive first-line technical support across the organisation.

You will diagnose and resolve issues in Windows, Google Workspace, Microsoft 365, printing and connectivity, while keeping accurate service records and following SLAs. The role covers device deployment, user account administration and IT asset control, coordinating with infrastructure and security teams as needed.

Qualifications

• Diploma in Information Technology or related discipline.
• Certifications such as CompTIA A+, ITIL Foundation, or Google/Microsoft fundamentals are advantageous.
• At least two years' experience in IT helpdesk or end-user support.
• Experience with Windows, Google Workspace, Microsoft 365, desktops, laptops, printers and mobile devices.
• Experience administering user accounts, permissions and password resets.
• Experience using IT service-management or ticketing platforms.
• Strong troubleshooting across hardware, software, connectivity and user-access issues.
• Working knowledge of Windows, Microsoft 365, Active Directory and basic networking.
• Customer-focused communicator who explains technical matters clearly.
• Organised and accountable with good prioritisation and documentation.

Responsibilities

• Serve as the first point of contact for IT incidents, enquiries and service requests.
• Log, categorise, prioritise and track tickets according to agreed service levels.
• Diagnose and resolve Windows, Microsoft 365, email, printing, VPN and connectivity issues.
• Provide support when need to install, configure, deploy and support desktops, laptops, mobile devices and peripherals.
• Administer user accounts, permissions, password resets and approved access requests.
• Support employee onboarding, transfers and off-boarding, including equipment and access arrangements.
• Maintain accurate IT asset, equipment assignment, warranty and software- license records.
• Escalate unresolved, recurring or higher-risk issues with complete diagnostic information.
• Maintain support procedures, knowledge articles and user guidance, and identify recurring problems.
• Support approved after-hours activities and other relevant end-user computing duties when required.

Skills

Helpdesk support

Windows troubleshooting

Google Workspace

Microsoft 365

Ticketing systems

Active Directory

Networking basics

Customer communication

Education

Information Technology diploma

Tools

ITSM platforms

Job description

Job Summary

• Reporting to the IT Support Manager, this role provides responsive first-line technical support to employees across the organisation.

• The role diagnoses and resolves common hardware, software, access, Google Workspace, Microsoft 365 and connectivity issues, while maintaining accurate service records and meeting agreed response standards.

• The incumbent supports device deployment, user account administration and IT asset control, and coordinates unresolved or higher-risk issues with infrastructure, application, security and vendor teams.
  

Responsibilities

• Serve as the first point of contact for IT incidents, enquiries and service requests.

• Log, categorise, prioritise and track tickets according to agreed service levels.

• Diagnose and resolve Windows, Microsoft 365, email, printing, VPN and connectivity issues.

• Provide support when need to install, configure, deploy and support desktops, laptops, mobile devices and peripherals.

• Administer user accounts, permissions, password resets and approved access requests.

• Support employee onboarding, transfers and offboarding, including equipment and access arrangements.

• Maintain accurate IT asset, equipment assignment, warranty and software- license records.

• Escalate unresolved, recurring or higher-risk issues with complete diagnostic information.

• Maintain support procedures, knowledge articles and user guidance, and identify recurring problems.

• Support approved after-hours activities and other relevant end-user computing duties when required.
  

Requirements

• Recognised diploma in Information Technology, Computer Science or a related discipline.

• Relevant certifications such as CompTIA A+, ITIL Foundation or Google or Microsoft fundamentals are advantageous.

• At least two years' experience in IT helpdesk or end-user support.

• Experience supporting Windows, Google Workspace, Microsoft 365, desktops, laptops, printers and mobile devices.

• Experience administering user accounts, permissions and password resets.

• Experience using IT service-management or ticketing platforms.

• Strong troubleshooting skills across hardware, software, connectivity and user-access issues.

• Working knowledge of Windows, Microsoft 365, Active Directory and basic networking.

• Customer-focused communicator who explains technical matters clearly and professionally.

• Organised and accountable, with sound prioritisation and documentation skills.