Helpdesk Service Support

BUREAUSERVE PTE LTD; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A digital services company in Singapore is looking for experienced Helpdesk Officers to support users of a national digital front-end platform. This role involves attending to user inquiries, assisting with access setup, and providing a dedicated helpdesk for all service requests. Candidates should have relevant experience in IT support, strong troubleshooting and customer service skills, and the ability to work on a rotational shift basis. Join us in delivering high-quality support to a diverse user base.

Qualifications

• Relevant experience in helpdesk or IT service support environments.
• Experience supporting digital platforms or enterprise systems is an advantage.
• Proficiency in additional languages commonly used in Singapore is a plus.

Responsibilities

• Attend to user enquiries related to fees pricing and billing.
• Assist with Singpass/CORPPASS setup for the FE platform.
• Provide a single point of contact for all user enquiries and service requests.

Skills

Technical troubleshooting

Customer service

Communication skills

Job description

About the Role

We are seeking experienced Helpdesk Officers to support users of a national digital front-end (FE) platform and related mobile applications. The role focuses on helpdesk operations, and coordination with the Authority to ensure consistent, efficient, and high-quality service delivery.

Key Responsibilities

• Attend to user enquiries related to fees pricing, filing procedures, billing, and payments
• Assist users with Singpass / Corppass setup and configuration for access to the FE platform and mobile application
• Provide a dedicated Helpdesk as the single point of contact for all user enquiries, service requests, feedback, complaints, service disruptions, and security‑related issues
• Perform first‑level problem identification, classification, diagnosis, troubleshooting, and resolution
• Maintain comprehensive issue logs
• Escalate unresolved issues in accordance with documented problem ownership, prioritisation, and escalation procedures
• Review service support activities and operational issues regularly
• Submit monthly progress reports detailing service performance
• Support Helpdesk operations from 7.00am to 7.00pm daily, including Sundays and Public Holidays, based on assigned shifts (4‑day work week)

Requirements

• Relevant experience in helpdesk, or IT service support environments
• Strong technical troubleshooting, customer service, and communication skills
• Experience supporting digital platforms, e‑services, or enterprise systems is an advantage
• Ability to work on a rotational shift schedule, including weekends and public holidays
• Strong sense of accountability, ownership, and service quality
• Proficiency in additional languages commonly used in Singapore will be considered an added advantage, as the role involves interaction with a diverse user base

How to Apply

Please submit your resume indicating your relevant experience, current/expected salary, and availability.