Global IT Service Desk Technician - Hybrid Role

Fitch; Singapore; Presencial; SGD 33.000 - 56.000; Jornada completa

Descripción de la vacante

Fitch Group’s Singapore office is seeking a Service Desk Technician to deliver frontline IT support to a diverse user base and drive day-one readiness for device provisioning. You’ll troubleshoot across Windows 11, macOS, and iOS, help with Microsoft 365 tools, and assist with enterprise device management in a fast-paced environment.

The role requires strong customer focus, solid troubleshooting skills, and clear communication to keep users productive and informed throughout resolution.

Formación

• 2+ years’ experience in a Service Desk/IT Support environment with Level 2 troubleshooting.
• Strong working knowledge of Windows 11 and macOS in an enterprise environment (plus iOS).
• Confident troubleshooting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Experience with endpoint management concepts and tooling (Intune, Autopilot, device compliance).
• Comfortable using an ITSM tool (e.g., Jira Service Management) with strong ticket hygiene: categorisation, prioritisation, documentation, and SLA awareness.
• Excellent communication skills with the ability to lead the user through resolution and set expectations clearly.

Responsabilidades

• Own incidents and requests end-to-end: triage, troubleshoot, resolve, and document—driving tickets to closure with a focus on root cause.
• Provide advanced remote and in-person support for Windows and Mac endpoints, collaboration tooling, and corporate applications.
• Diagnose and resolve complex issues across Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), endpoint management (Intune and Autopilot), and Video Conferencing.
• Perform structured troubleshooting using logs, system tools, event viewer, device management portals, and known error patterns.
• Escalate effectively and manage escalations to ensure resolution with proper detail.
• Improve the Service Desk by contributing to knowledge articles and standard operating procedures.
• Deliver onboarding/offboarding with day-one readiness, access provisioning, and a smooth user experience.
• Keep users informed through clear, timely updates.

Conocimientos

Windows 11 support

macOS support

iOS support

Microsoft 365

Intune

Autopilot

Jira Service Management

Ticket hygiene

Communication skills

Descripción del empleo

Fitch Group’s Singapore office is seeking a Service Desk Technician to deliver frontline IT support to a diverse user base and drive day-one readiness for device provisioning. You’ll troubleshoot across Windows 11, macOS, and iOS, help with Microsoft 365 tools, and assist with enterprise device management in a fast-paced environment.

The role requires strong customer focus, solid troubleshooting skills, and clear communication to keep users productive and informed throughout resolution.