End User IT Support Specialist

PERSOL; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading recruitment firm in Singapore is looking for an IT Service Support professional to assist with both remote and onsite support. The role involves handling incidents, service requests, and ensuring compliance with organizational security policies. The ideal candidate should have 1-3 years of experience in end-user support, strong analytical skills, and effective communication abilities. This position offers the opportunity to contribute to continuous improvement efforts in service delivery.

Qualifications

• 1 - 3 years of experience in end-user IT support.
• Ability to manage work effectively to meet targets.
• Experience with incident, service request handling.

Responsibilities

• Provide IT support through remote and onsite channels.
• Handle incidents and service requests with timely resolution.
• Contribute to continuous improvement of services.

Skills

End-user IT support experience

Analytical and problem-solving skills

Effective communication skills

Job description

Key Responsibilities

IT Service Support

• Provide IT support through remote channels (e.g. service desk, user administration, request handling) and onsite support when required (e.g. desk-side or time-critical support).
• Handle incidents, service requests, problems, changes, and access rights in accordance with established processes.
• Act as the case or request owner, ensuring timely resolution and appropriate prioritisation.
• Perform incident resolution and request fulfilment within agreed service levels.
• Escalate issues to relevant support teams when necessary.
• Provide clear communication to end users during service disruptions or operational issues.
• Support preventive maintenance activities and pre-checks.

Service Delivery & Operations

• Work in accordance with defined service guidelines, processes, and operating procedures.
• Contribute to achieving team performance indicators and service objectives.
• Support second- and third-level support teams in problem identification and resolution.
• Contribute to continuous improvement of supported services and solutions.
• Participate in access management activities and identity management support where applicable.

Knowledge & Process Management

• Contribute to knowledge management by documenting solutions, known errors, and workarounds.
• Maintain accurate records in relevant IT service management systems.
• Participate in problem identification, root cause analysis, and process improvement initiatives.

Information Security & Compliance

• Adhere to organizational information security policies and standards.
• Identify and report potential security risks or issues.
• Ensure correct handling of user access, data, and systems in line with security requirements.

Job Requirements

• 1 - 3 years of experience in end-user IT support, with exposure to both routine and complex support environments.
• Ability to plan, priorities, and manage work effectively to meet time, quality, and service targets in accordance with established policies and procedures.
• Experience handling incidents, service requests, and problem resolution using structured and systematic approaches.
• Capability to perform a broad range of technical support tasks, including non-routine and complex activities, across different systems and environments.
• Strong analytical and problem-solving skills, with the ability to investigate, define, and resolve technical issues.
• Effective communication skills, with the ability to communicate clearly in both written and verbal formats to technical and non-technical stakeholders.
• Familiarity with working to defined standards, processes, and business requirements.

Interested candidates, who wish to apply for the advertised position, please apply now for the below role
We regret that only shortlisted candidates will be notified.
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