Hybrid IT Service Desk Technician (Windows/macOS)

Fitch Group; Singapore; Hybrid; SGD 36,000 - 58,000; Full time

Benefits offered by this job

Hybrid work environment

Learning & mobility programs

Healthcare offerings

Parental leave

Volunteer days

Job summary

Fitch Group’s Global Service Desk in Singapore provides 24x5 IT support to thousands of users, delivering end-to-end incident management with remote and on-site assistance. The team emphasizes user experience, knowledge sharing, and continuous process improvements in a dynamic technology environment.

This role requires 2+ years in a service desk, strong Windows/macOS skills, and expertise in Microsoft 365 and endpoint management.

Qualifications

• 2+ years’ experience in a Service Desk/IT Support environment with Level 2 troubleshooting responsibilities.
• Strong working knowledge of Windows 11 and macOS in an enterprise environment (plus iOS).
• Proficient with Microsoft 365 (Outlook/Teams/OneDrive) and endpoint management concepts.
• Experience with endpoint tooling (Intune, Autopilot, device compliance, app deployment).
• Familiarity with an ITSM tool (e.g., Jira Service Management) with strong ticket hygiene and SLA awareness.
• Excellent communication skills and ability to guide users through resolution clearly.

Responsibilities

• Own incidents and requests end-to-end from triage to closure.
• Provide advanced remote and in-person support for Windows, macOS, and collaboration tools.
• Diagnose and resolve complex issues across Microsoft 365, endpoint management, and video conferencing.
• Perform structured troubleshooting using logs and system tools; identify recurring issues for fixes.
• Escalate effectively and coordinate with escalation teams until resolution.
• Contribute to knowledge articles and SOPs to improve the Service Desk.
• Deliver efficient onboarding/offboarding with day-one readiness and access provisioning.
• Keep users informed with clear, timely updates and business-friendly language.

Skills

Windows 11

macOS support

Microsoft 365

Intune

Autopilot

Jira Service Management

Ticket hygiene

Communication

SLA awareness

Tools

Jamf

Zscaler

CrowdStrike

Job description

Fitch Group’s Global Service Desk in Singapore provides 24x5 IT support to thousands of users, delivering end-to-end incident management with remote and on-site assistance. The team emphasizes user experience, knowledge sharing, and continuous process improvements in a dynamic technology environment.

This role requires 2+ years in a service desk, strong Windows/macOS skills, and expertise in Microsoft 365 and endpoint management.