IT Helpdesk

JAC RECRUITMENT PTE. LTD.; Singapore; On-site; SGD 50,000 - 89,000; Part time

Job summary

JAC Recruitment Pte. Ltd. in Singapore seeks an IT Support professional for a 6-month agency contract role focused on user identity, access, and authentication.

You will handle provisioning, password resets, and access changes while maintaining security and audit compliance. The role requires experience across ServiceDesk, IAM, and ITSM tools, with strong communication skills. You will work with Active Directory and Azure AD, support multiple channels (phone, email, chat, ticketing), and aim to

Qualifications

• Diploma or degree in IT, CS, IS, or related field.
• 5+ years in IT Support, ServiceDesk, IAM, or User Administration.

Responsibilities

• Deliver Level 1 and 2 support for user identity, access, authentication, and account requests/incidents.
• Handle account setup, updates, deactivation, password resets, unlocks, provisioning, and access changes per approved processes.
• Investigate and resolve user access and authentication issues; escalate complex cases.
• Provide clear guidance to technical and non-technical users.
• Ensure compliance with security, governance, and audit requirements for user access.
• Maintain incidents, requests, actions, and troubleshooting outcomes in ticketing systems.
• Monitor ticket queues, prioritize by impact/urgency, meet SLAs.
• Analyze recurring issues to identify root causes and improvements.
• Support ongoing enhancement of procedures, workflows, and knowledge documentation.

Skills

Communication

Customer service

Troubleshooting

Multi-tasking

Analytical thinking

Education

Diploma or Degree in IT/CS/IS

Tools

Active Directory

Microsoft Entra ID (Azure AD)

ITSM tools (ServiceNow/Jira/BMC Remedy)

Job description

COMPANY OVERVIEW

A well‑established technology services company delivering IT solutions, infrastructure support, and outsourced operational services. It works with clients across various sectors to enhance efficiency and strengthen digital capabilities.

This is a 6-month agency contract role (extendable / renewable)

JOB RESPONSIBILITIES

• Deliver Level 1 and Level 2 support for user identity, access, authentication, and account-related requests and incidents.

• Handle account setup, updates, deactivation, password resets, unlocks, provisioning, and access changes in line with approved processes.


• Investigate and resolve user access, authentication, and technical issues, escalating complex cases when required.


• Provide clear and user-friendly guidance to both technical and non-technical users.


• Ensure compliance with security, governance, and audit requirements related to user access.


• Maintain accurate records of incidents, requests, actions taken, and troubleshooting outcomes within ticketing systems.


• Monitor and manage ticket queues, prioritize requests based on impact and urgency, and meet defined service levels.


• Conduct deeper analysis of recurring or unresolved issues, identify root causes, and recommend process improvements.


• Support continuous enhancement of procedures, workflows, and knowledge documentation while delivering high-quality customer service.

JOB REQUIREMENTS

• Diploma or Degree in IT, Computer Science, Information Systems, or related field.


• Atleast 5 years' experience in IT Support, ServiceDesk, IAM, or User Administration.


• Good communication, customer service, troubleshooting, and problem-solving skills.


• Experience in supporting users across phone, email, chat, and ticketing systems.


• Hands on with managing multiple priorities.


• Experience with Active Directory, Microsoft Entra ID(Azure AD), or similar IAM tools.


• Background in Service Desk, IT Operations, or Access Management.


• Knowledge of ITIL and ITSM platforms (e.g. ServiceNow, Jira, BMC Remedy).


• Understanding of user access controls and information security principles.

Working Location: Singapore