Helpdesk (L1)

ZENITH INFOTECH (S) PTE LTD.; Singapore; Hybrid; SGD 20,000 - 60,000; Full time

Job summary

A leading IT solutions provider in Singapore is seeking a Detail-oriented Helpdesk Analyst to provide first-level technical support to users. Responsibilities include diagnosing software-related issues, managing incidents, and ensuring high customer satisfaction. Candidates should have at least one year of experience in technical support, strong problem-solving, and communication skills. This position offers a hybrid work model with three days onsite each week.

Qualifications

• Minimum of 1 year of experience in a technical support or helpdesk role.
• Familiarity with helpdesk or ticketing systems.
• Ability to work independently and prioritize multiple tasks.

Responsibilities

• Provide first-level technical support to end users.
• Diagnose and resolve software-related issues efficiently.
• Log and manage incidents using the helpdesk system.

Skills

Technical support experience

Problem-solving skills

Communication skills

Interpersonal skills

Customer service orientation

Tools

ServiceNow

JIRA

Job description

ABOUT THE COMPANY

Zenith Infotech (S) Pte Ltd. was started in 1997, primarily with the vision of offering state-of-the-art IT Professionals and solutions to various organizations and thereby helping them increase their productivity and competitiveness. From deployment of one person to formation of whole IT teams, Zenith Infotech has helped clients with their staff augmentation needs. Zenith offers opportunity to be engaged in long term projects with large IT savvy companies, Consulting organizations, System Integrators, Government, and MNCs.

EA 20S0237

Industry: 62011 - Development of software and applications (except games and cybersecurity)

Responsibilities:

• Detail-oriented and customer-focused Helpdesk Analyst to provide first-level technical support to end users.
• Responsible for diagnosing, troubleshooting, and resolving software-related issues efficiently while maintaining a high level of customer satisfaction. involves escalating incidents to L2/L3 support teams when required.
• Serve as the first point of contact for users seeking technical assistance via email or the ticketing system.
• Provide application support based on project FAQs and established support documentation.
• Diagnose and resolve common software and application-related issues in a timely manner.
• Escalate unresolved or complex issues to L2/L3 IT support teams as necessary.
• Log, track, and manage incidents using the helpdesk/ticketing system, ensuring accurate documentation and timely resolution.
• Assist in maintaining IT support documentation, FAQs, and user guides.

You need to have:

• Minimum of 1 year of experience in a technical support or helpdesk role.
• Familiarity with helpdesk or ticketing systems (e.g., ServiceNow, JIRA).
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.
• Strong customer service orientation with a user-centric mindset.

Hybrid mode : 3 days onsite per week