First-Line IT Support Specialist

ITCAN PTE. LIMITED; Singapore; Sur place; SGD 30 000 - 42 000; Plein temps

Résumé du poste

ITCAN PTE. LIMITED in Singapore is seeking a proactive IT Helpdesk Analyst to join our service desk. You will be the first point of contact for users and coordinate incident handling across channels.

You will provide Level 1 support for hardware, software, and connectivity, perform basic account administration, and log and track tickets to ensure timely resolution within SLAs. Knowledge of Windows 10/11, Microsoft 365, Outlook, and Teams is a plus.

Qualifications

• Experience in IT helpdesk or service desk environments is preferred.
• Familiarity with ITIL-based service management processes is a plus.

Responsabilités

• Serve as the first point of contact for IT-related incidents, service requests, and user enquiries via phone, email, chat, and ticketing systems.
• Provide Level 1 technical support for hardware, software, operating systems, applications, and connectivity issues.
• Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook, Microsoft Teams, printers, and other business applications.
• Assist users with password resets, account lockouts, access requests, and basic account administration.
• Log, categorize, prioritize, track, and update incidents and service requests in the IT service management (ITSM) system.
• Resolve incidents within agreed service-level agreements (SLAs) and elevate complex issues to Level 2/Level 3 support teams when required.
• Adhere to IT security policies, data protection requirements, and ITIL-based service management processes.
• Participate in shift handovers, operational reporting, and service desk activities as required

Description du poste

ITCAN PTE. LIMITED in Singapore is seeking a proactive IT Helpdesk Analyst to join our service desk. You will be the first point of contact for users and coordinate incident handling across channels.

You will provide Level 1 support for hardware, software, and connectivity, perform basic account administration, and log and track tickets to ensure timely resolution within SLAs. Knowledge of Windows 10/11, Microsoft 365, Outlook, and Teams is a plus.