IT Help Desk Associate - 24x7 Support & Troubleshooting

KDDI ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 28,000 - 47,000; Full time

Job summary

KDDI Asia Pacific Pte. Ltd. in Singapore is seeking an IT Helpdesk Analyst to provide 1st line support, diagnose and resolve hardware, software and network issues, and manage incidents with prompt escalation when needed.

You will contribute to a knowledge base, participate in rotating shifts for 24x7 coverage, and collaborate with cross-functional teams to ensure reliable IT services across the organization.

Qualifications

• Customer service orientation and interpersonal skills.
• Excellent verbal and written communication skills.
• Knowledge of IT infrastructure and networking concepts.
• Good technical aptitude and problem solving.
• Ability to work independently and as part of a team.

Responsibilities

• Provide excellent customer service by responding promptly to inquiries, resolving issues efficiently, and maintaining a positive attitude.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity (Level 1 support).
• Incident management in logging, tracking and escalating incidents in ticketing system with timely resolution.
• Identify and elevate complex issues to next level support when necessary.
• Contribute and maintain a knowledge base of FAQs and solutions.
• Vendor coordination for onsite support when necessary.
• Adhere to data center routine and security procedures.
• Working in a rotating shift schedule to ensure 24x7 coverage.

Skills

Customer service

Verbal and written communication

IT infrastructure knowledge

Networking concepts

Problem solving

Teamwork

Service desk tools

Cloud technologies

Japanese language

Cyber Security

Education

ITIL 4 Certification

CCNA Certification

Tools

Ticketing systems

Monitoring tools

Job description

KDDI Asia Pacific Pte. Ltd. in Singapore is seeking an IT Helpdesk Analyst to provide 1st line support, diagnose and resolve hardware, software and network issues, and manage incidents with prompt escalation when needed.

You will contribute to a knowledge base, participate in rotating shifts for 24x7 coverage, and collaborate with cross-functional teams to ensure reliable IT services across the organization.