First-Line Helpdesk Support Engineer

Peoplebank Singapore Pte Ltd; Singapore; On-site; SGD 29,000 - 47,000; Full time

Job summary

Peoplebank Singapore Pte Ltd is seeking a proactive Helpdesk Support Engineer (1st Level Helpdesk) to be the first contact for users. You will assist via hotline, email and chatbot, provide initial troubleshooting and log all incidents.

Aim for first-call resolution, offer clear guidance, escalate when needed, and collaborate with internal teams to ensure timely resolution. Strong English communication and the ability to stay calm under pressure are essential.

Qualifications

• Excellent communication skills in English (written and spoken).
• Experience with ticketing systems is a plus.
• Ability to handle customer queries calmly under pressure.
• Willingness to work in a fast-paced, customer-facing environment.

Responsibilities

• Respond to inbound hotline calls and emails with professionalism.
• Provide initial troubleshooting and log all incidents.
• Aim for first-call resolution whenever possible.
• Escalate complex issues to internal teams as needed.
• Maintain accurate documentation in the ticketing system.
• Perform outbound follow-up and respond via chatbot as required.
• Collaborate with internal teams to ensure timely resolutions.
• Maintain high customer satisfaction through effective communication.

Skills

Customer service orientation

Clear communication

Problem solving

English proficiency

Team collaboration

Multitasking

Education

GCE O Level / Diploma in any discipline

Tools

Ticketing systems

Chatbot platforms

Job description

Peoplebank Singapore Pte Ltd is seeking a proactive Helpdesk Support Engineer (1st Level Helpdesk) to be the first contact for users. You will assist via hotline, email and chatbot, provide initial troubleshooting and log all incidents.

Aim for first-call resolution, offer clear guidance, escalate when needed, and collaborate with internal teams to ensure timely resolution. Strong English communication and the ability to stay calm under pressure are essential.