IT Help Desk

YUKA PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A tech company in Singapore is seeking a dedicated IT Helpdesk to provide first-level support to customers. You will manage incidents, maintain documentation, and collaborate with IT teams. Candidates should have a diploma and at least 1 year of experience in IT Support. Proficiency in English and Mandarin is a plus. This role offers a competitive salary and a collaborative work environment.

Qualifications

• Minimum 1 year of experience in IT Help Desk or IT Support roles.
• ITIL Foundation certification is advantageous.
• Ability to maintain and update knowledge base articles.

Responsibilities

• Provide first-level IT support via phone, email, and chat.
• Log, categorize, and prioritize incidents using ServiceNow.
• Install and configure software and hardware.

Skills

IT Support

Communication skills in English

Incident Management

Documentation

Proficient in MS Windows

Chinese speaking (Mandarin)

Education

Diploma in relevant field

Tools

ServiceNow

MS Office Suite

Job description

Job Summary

Yuka is seeking a dedicated IT Helpdesk to join our dynamic team in Singapore. Here, you will play a crucial role in providing high-quality first level IT support to the customers and fostering a culture of collaboration, transparency, and accountability.

We are offering a 2-year renewable contract based on satisfactory performance and strong performers may be converted to Permanent staff.

Job Responsibilities

• User Support & Incident Handling
  • Provide first-level IT support via phone, email, and chat.
  • Log, categorize, and prioritize incidents and service requests using ServiceNow.
  • Perform initial diagnosis and resolve or escalate issues according to ITIL processes.
  • Monitor ticket queues and ensure timely resolution in line with SLAs.
  • Maintain clear communication with users throughout the support lifecycle.
• Knowledge & Documentation
  • Update and maintain internal knowledge base articles.
  • Document troubleshooting steps and resolutions for future reference.
  • Contribute to continuous improvement of support documentation and workflows.
• IT Provisioning & Access Management
  • Install and configure software and basic hardware.
  • Set up network access, printers, and shared resources.
  • Manage user permissions and license allocations.
  • Ensure compliance with internal security and access policies.
• Collaboration & Process Improvement
  • Work closely with other IT teams to resolve complex issues.
  • Participate in service improvement initiatives and feedback loops.
  • Support audits and reporting related to ITIL processes and SLA metrics.

Job Requirements

• Diploma in any relevant field.
• Minimum 1 year of experience as IT Help Desk/IT Support or with working IT knowledge supporting global teams are welcome to apply.
• ITIL Foundation certification is advantageous.
• Can maintain and update knowledge-based articles.
• Ensure compliance with SLAs and ITIL processes (Incident, Request, Problem Management and etc).
• Collaborate with other IT teams to ensure seamless service delivery.
• Proficient in PC operating skills on MS Windows (Outlook, Word, Excel, internal application software and etc) and iPad on iOS.
• Can perform business tasks in English (reading, writing, speaking).
• Can communicate effectively with Chinese-speaking stakeholders in Mandarin is a plus.

Working Conditions

• Location: TUAS SOUTH
• Work Hours: Monday to Friday, 8AM to 5PM
• Environment: Collaborative and inclusive workplace with opportunities for professional development
• Salary: Competitive monthly salary based on experience and qualifications

Interested applicants please submit your application with your expected salary and notice period to be considered for the role.

We regret that only shortlisted candidates will be notified.