Immediate hiring- IT Support

ITCAN PTE. LIMITED; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking an IT Helpdesk professional to support end users and manage incidents and service requests.

You will be the first point of contact for IT-related inquiries via phone, email, chat, and ticketing systems. The role involves Level 1 troubleshooting for hardware, software, OS, and connectivity issues, and assisting with password resets, basic account administration, and entry-level network troubleshooting.

Responsibilities

• Serve as the first point of contact for IT-related incidents, service requests, and user enquiries via phone, email, chat, and ticketing systems.
• Provide Level 1 technical support for hardware, software, operating systems, applications, and connectivity issues.
• Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook, Microsoft Teams, printers, and other business applications.
• Assist users with password resets, account lockouts, access requests, and basic account administration.
• Perform initial troubleshooting for LAN, Wi-Fi, VPN, DNS, DHCP, and other basic network connectivity issues.
• Log, categorize, prioritize, track, and update incidents and service requests in the IT service management (ITSM) system.
• Resolve incidents within agreed service-level agreements (SLAs) and escalation complex issues to Level 2/Level 3 support teams when required.
• Follow established troubleshooting procedures, knowledge base articles, and standard operating procedures.

Job description

Job Description & Requirements

End user experience

• Serve as the first point of contact for IT-related incidents, service requests, and user enquiries via phone, email, chat, and ticketing systems.
• Provide Level 1 technical support for hardware, software, operating systems, applications, and connectivity issues.
• Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook, Microsoft Teams, printers, and other business applications.
• Assist users with password resets, account lockouts, access requests, and basic account administration.
• Perform initial troubleshooting for LAN, Wi-Fi, VPN, DNS, DHCP, and other basic network connectivity issues.
• Log, categorize, prioritize, track, and update incidents and service requests in the IT service management (ITSM) system.
• Resolve incidents within agreed service-level agreements (SLAs) and escalation complex issues to Level 2/Level 3 support teams when required.
• Follow established troubleshooting procedures, knowledge base articles, and standard operating procedures.