IT Helpdesk Engineer

Goldtech Resources Pte Ltd; Singapore; On-site; SGD 42,000 - 54,000; Full time

Job summary

Goldtech Resources Pte Ltd is seeking a diligent IT Helpdesk/Service Desk professional to maintain system health, respond to alerts, and manage incidents in a fast-paced environment.

You will handle user inquiries via email and phone, document resolutions, and coordinate with internal teams to minimize downtime. The role requires rotating shifts, including weekends and public holidays when needed.

Qualifications

• Experience in IT Helpdesk, Service Desk, IT Operations, or NOC.
• Basic knowledge of Windows operating systems, servers, networking, and infrastructure monitoring.
• Familiarity with OpenText or other similar ITSM/ticketing tools.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good verbal and written communication skills.
• Ability to manage multiple tasks simultaneously, including monitoring, ticket handling, email management, call support, and reporting.
• Able to work independently and as part of a team.
• Willing to perform rotating shift work, including weekends and public holidays when required.

Responsibilities

• Monitor server, application, and infrastructure health to ensure system availability.
• Respond to system alerts and perform initial troubleshooting and incident diagnosis.
• Manage incidents and service requests through the ticketing system.
• Handle user enquiries and technical issues via email and phone calls.
• Escalate unresolved or critical issues to the relevant support teams and track resolution progress.
• Prepare and submit hourly and 3-hourly operational status reports.
• Maintain accurate incident records, ticket updates, and shift handover documentation.
• Ensure incidents and requests are managed within agreed SLA timelines.
• Coordinate with internal teams to minimize service disruptions and downtime.
• Support daily operational activities and routine system health checks.
• Perform tasks efficiently in a fast-paced, high-volume, shift-based environment.

Skills

IT Helpdesk

NOC

Incident management

Troubleshooting

Communication

Multi-tasking

Teamwork

Tools

OpenText

ITSM tools

Job description

Responsibilities

• Monitor server, application, and infrastructure health to ensure system availability.
• Respond to system alerts and perform initial troubleshooting and incident diagnosis.
• Manage incidents and service requests through the ticketing system.
• Handle user enquiries and technical issues via email and phone calls.
• Escalate unresolved or critical issues to the relevant support teams and track resolution progress.
• Prepare and submit hourly and 3-hourly operational status reports.
• Maintain accurate incident records, ticket updates, and shift handover documentation.
• Ensure incidents and requests are managed within agreed SLA timelines.
• Coordinate with internal teams to minimize service disruptions and downtime.
• Support daily operational activities and routine system health checks.
• Perform tasks efficiently in a fast-paced, high-volume, shift-based environment.

Requirements

• Experience in IT Helpdesk, Service Desk, IT Operations, or NOC environment.
• Basic knowledge of Windows operating systems, servers, networking, and infrastructure monitoring.
• Familiarity with OpenText or other similar ITSM/ticketing tools.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good verbal and written communication skills.
• Ability to manage multiple tasks simultaneously, including monitoring, ticket handling, email management, call support, and reporting.
• Able to work independently and as part of a team.
• Willing to perform rotating shift work, including weekends and public holidays when required.