Helpdesk Support Engineer - Contract

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Manpower Staffing Services (Singapore) Pte Ltd in Singapore is seeking an experienced IT Support professional to monitor system alerts, diagnose issues, and manage the full incident lifecycle from logging to closure. You will escalate complex problems, conduct post-change health checks, and maintain records for analytics and audits.

The role requires 4–7 years in Helpdesk/IT Support, strong troubleshooting, and clear communication.

Qualifications

• Education background in Information Technology, Computer Science, Engineering, or a related field.
• 4 - 7 years of experience in Helpdesk, Service Desk, IT Support, or Operations Support environments.
• Experience managing incident tickets throughout the full lifecycle, from creation and escalation to closure.
• Excellent troubleshooting and problem-solving skills with the ability to identify and resolve technical issues efficiently.
• Familiarity with system monitoring tools, incident management processes, and IT support operations.
• Good written and verbal communication skills with a customer-service-oriented mindset.
• Ability to follow documented procedures and work effectively in a structured operational environment.
• Comfortable working 12-hour rotating shifts, including weekends and public holidays.
• Ability to work independently as well as collaboratively within a team environment.

Responsibilities

• Monitor system alerts and identify abnormal system behavior or service disruptions.
• Diagnose, isolate, and troubleshoot incidents using established procedures and resolution guides.
• Manage the complete incident lifecycle, including ticket logging, tracking, escalation, resolution, and closure.
• Escalate complex issues to relevant support teams and follow through to resolution.
• Perform post-change system health checks to ensure system stability and service availability.
• Maintain accurate operational records and prepare reports for monitoring, analytics, and audit purposes.
• Review and validate operational procedures and support documentation, recommending improvements where appropriate.
• Adhere to documented work instructions, service management processes, and operational procedures.
• Collaborate with internal teams to ensure timely resolution of incidents and service requests.

Skills

Helpdesk experience

Incident lifecycle

Troubleshooting

Communication skills

IT monitoring

Procedural compliance

Shift work

Team collaboration

Education

Information Technology / Computer Science / Engineering degree

Job description

Key Responsibilities

• Monitor system alerts and identify abnormal system behavior or service disruptions.
• Diagnose, isolate, and troubleshoot incidents using established procedures and resolution guides.
• Manage the complete incident lifecycle, including ticket logging, tracking, escalation, resolution, and closure.
• Escalate complex issues to relevant support teams and follow through to resolution.
• Perform post-change system health checks to ensure system stability and service availability.
• Maintain accurate operational records and prepare reports for monitoring, analytics, and audit purposes.
• Review and validate operational procedures and support documentation, recommending improvements where appropriate.
• Adhere to documented work instructions, service management processes, and operational procedures.
• Collaborate with internal teams to ensure timely resolution of incidents and service requests.

Job Qualifications

• Education background in Information Technology, Computer Science, Engineering, or a related field.
• 4 - 7 years of experience in Helpdesk, Service Desk, IT Support, or Operations Support environments.
• Experience managing incident tickets throughout the full lifecycle, from creation and escalation to closure.
• Excellent troubleshooting and problem-solving skills with the ability to identify and resolve technical issues efficiently.
• Familiarity with system monitoring tools, incident management processes, and IT support operations.
• Good written and verbal communication skills with a customer-service-oriented mindset.
• Ability to follow documented procedures and work effectively in a structured operational environment.
• Comfortable working 12-hour rotating shifts, including weekends and public holidays.
• Ability to work independently as well as collaboratively within a team environment.