Helpdesk Executive (L1 Application & User Support)

TECHELM SERVICES PTE. LTD.; Singapore; On-site; SGD 26,000 - 38,000; Full time

Job summary

TECHELM SERVICES PTE. LTD. is seeking dedicated L1 Helpdesk Executives to support a 24/7 operational environment.

The role requires prompt, accurate assistance to users across multiple channels while upholding service standards and response times. The position involves rotating day and night shifts within a structured framework. Responsibilities include first-level technical support over the phone, troubleshooting, escalating when needed, and timely incident closure.

Qualifications

• Diploma/ITE qualification or equivalent. Training provided.
• Experience in a helpdesk is advantageous.
• Strong communication and interpersonal skills essential.
• Willingness to work rotating shifts including weekends/public holidays.

Responsibilities

• Provide prompt, reliable customer and technical support in a 24/7 Helpdesk environment.
• Offer first-level technical assistance and troubleshooting over the telephone.
• Strive for first-call resolution of user issues.
• Respond to inquiries via telephone, WhatsApp and email.
• Ask relevant questions to identify and assess issues.
• Escalate complex issues to Level 2 or vendors within SLAs.
• Coordinate with third-party vendors for timely resolution.
• Follow up to ensure satisfactory resolution of reported issues.
• Maintain clear communication within the team and stakeholders.
• Gather feedback to support service improvements.
• Accurately log incident details, actions and resolutions.
• Prepare and submit daily, weekly and monthly operational reports.
• Comply with operational procedures and performance requirements.
• Retrieve and review call recordings as required.

Skills

Communication skills

Customer service

Teamwork

Multitasking

Interpersonal skills

Basic computer literacy

Education

Diploma / ITE qualification

Job description

We are seeking dedicated and service-oriented L1Helpdesk Executives to support a 24/7 operational environment. The role involves providing prompt, accurate and competent assistance to users across multiple communication channels, while ensuring service delivery standards and response time commitments.

This position operates on rotating day and night shifts and within a structured environment. Adherence to operational protocols, confidentiality requirements and service standards are important.

Job Responsibilities

1. Provide prompt, reliable and consistent customer and technical support in a 24/7 Helpdesk environment.

2. Provide first-level technical assistance and troubleshooting over the telephone.

3. Aim to resolve user issues at the first point of contact (First Call Resolution).

4. Respond to user enquiries and incidents through telephone, WhatsApp and email.

5. Ask relevant questions to identify, understand and assess reported issues.

6. Escalate complex or unresolved issues to management, Level 2 support or third-party vendors within established service-level requirements.

7. Coordinate with third-party vendors to ensure timely resolution and closure of assigned incidents.

8. Follow up with users to confirm that reported issues have been satisfactorily resolved.

9. Maintain effective communication within the team and keep relevant stakeholders informed of known issues and resolution progress.

10. Gather customer feedback to support service improvements.

11. Accurately record, update and maintain incident details, actions taken and resolutions.

12. Prepare and submit daily, weekly and monthly operational reports as required.

13. Comply with established operational procedures, customer service standards and performance requirements.

14. Retrieve and extract call recordings when required, in accordance with established procedures.

Requirements

• Minimum Diploma / ITE qualification or equivalent (preferably in IT, Business, or related fields). Candidates without experience are welcome to apply; training will be provided.
• Prior experience in a helpdesk environment is advantageous
• Basic computer literacy (e.g. Microsoft Office applications)
• Strong communication and interpersonal skills
• Ability to work in a team-oriented environment
• Willingness to work rotating shifts including weekends and public holidays (24/7 operations).
• Ability to multitask and manage competing priorities.