IT Help Desk

TRANSFINGO INFOTECH SERVICES PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A technology service provider in Singapore is seeking an IT Help Desk professional to provide first-level support and ensure compliance with ITIL processes. Candidates should have at least 1 year of IT Help Desk experience, strong English skills, and be proficient with Windows platforms. A Bachelor's degree and ITIL Foundation certification are required. The role involves supporting users via multiple channels and maintaining documentation. This position offers a competitive salary range.

Qualifications

• Minimum 1 year of experience in IT Help Desk or IT Support.
• Experience working on multinational projects or global teams.
• Ability to maintain and update knowledge base articles.

Responsibilities

• Provide first-level IT support via phone, email, and chat.
• Log, categorize, and prioritize incidents and service requests using ServiceNow.
• Monitor ticket queues and ensure timely resolution according to SLAs.

Skills

English communication skills

Japanese language skills

ITIL Foundation certification

Proficiency in Windows platforms

Education

Bachelor’s degree in a relevant field

Tools

ServiceNow

Job description

Position: IT Help Desk

Salary Range: SGD 4,000 – 5,000
Experience: 1 – 3 years

REQUIREMENTS

• Bachelor’s degree in a relevant field
• Minimum 1 year of experience in IT Help Desk or IT Support
• Ability to maintain and update knowledge base articles
• Ensure compliance with SLAs and ITIL processes (Incident, Request, Problem Management)
• Collaborate with other IT teams to ensure seamless service delivery
• Strong English communication skills (reading, writing, speaking)
• Proficiency in Windows platforms (Outlook, Word, Excel, internal applications) and iPad/iOS
• Japanese language skills (reading, writing, speaking) are required for 2 out of the 4 open positions
• ITIL Foundation certification
• Experience working on multinational projects or global teams

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 elevate issues following ITIL standards
• Monitor ticket queues and ensure timely resolution according to SLAs
• Maintain clear and consistent communication with users throughout the support lifecycle

Knowledge & Documentation

• Update and maintain internal knowledge base articles
• Document troubleshooting steps and resolutions
• Support continuous improvement of 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 software license allocationsEnsure compliance with internal security and access policies

Collaboration & Process Improvement

• Work with other IT teams to resolve complex issues
• Participate in service improvement initiatives
• Support audits and reporting related to ITIL processes and SLA metrics