IT Helpdesk Support (1-Year Contract) | Government Project

RecruitFirst; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking IT Helpdesk Support professionals for a one-year contract on a government project. The role involves providing first-level technical support, troubleshooting, and escalation of issues. Candidates should have a diploma in IT or a related field and be comfortable working in secure environments. Rotating shifts and availability on weekends and public holidays are required.

Qualifications

• 1–2 years of experience in IT helpdesk or technical support preferred.
• Ability to work in rotating shifts, weekends, and public holidays.
• Comfortable working in secure (Red Zone) environments.

Responsibilities

• Provide First Call Resolution (FCR) technical support through phone and email channels.
• Perform initial troubleshooting for all reported incidents and escalate unresolved issues.
• Provide timely updates to customers regarding the status of open cases.

Skills

Troubleshooting

Communication

Education

NITEC/Diploma in IT, Computer Science, or related field

Job description

IT Helpdesk Support (1-Year Contract) | Government Project

Work Location: Islandwide Camps (Deployment based on residence)

Possible Sites: Chua Chu Kang, Paya Lebar, Changi, Tuas (max. 2 sites, only when manpower is low)

Note: This is a Red Zone area – mobile phones are not allowed inside.

Work Schedule: Rotating shifts between 7:30 AM – 9:00 PM (Mon–Sun, including weekends & public holidays)

Work Days: 5 days per week (44 hours/week; 2 off-days may fall on weekdays)

Job Description: We are mass hiring IT Helpdesk Support professional to provide first-level technical assistance via phone and email. The role involves troubleshooting, issue escalation, and ensuring prompt resolution in accordance with service level targets.

Responsibilities

• Provide First Call Resolution (FCR) technical support through phone and email channels.
• Perform initial troubleshooting for all reported incidents and escalate unresolved issues to Level 2 support teams.
• Provide timely updates to customers regarding the status of open cases, ensuring adherence to Service Level Agreements (SLAs).
• Maintain ownership of cases and follow through until closure, ensuring all information is accurately documented.
• Manage customer expectations and alert the Team Lead to any unusual surge in call volume or issue patterns.
• Handle incident classification and prioritization, track resolution progress, and provide regular status updates.

Requirements

• NITEC/Diploma in IT, Computer Science, or related field.
• 1–2 years of experience in IT helpdesk or technical support preferred.
• Strong troubleshooting and communication skills.
• Ability to work in rotating shifts, weekends, and public holidays.
• Comfortable working in secure (Red Zone) environments.