IT Helpdesk Support (Paya Lebar & Woodlands)

TELISTAR SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 39,000 - 58,000; Full time

Job summary

Telistar Solutions Pte. Ltd. provides on-site and remote L1/L2 support for end-user hardware and software, ensuring timely incident resolution and adherence to SLAs. The role includes desktop, laptop, printer and VC device support with collaboration across IT teams.

Candidate should have 1–3 years in IT helpdesk, knowledge of Windows 10/11, Microsoft 365, Outlook and Teams, plus basic network troubleshooting and AD skills. Travel to Paya Lebar and Woodlands may be required.

Qualifications

• Nitec, Higher Nitec or Diploma in IT-related discipline.
• 1–3 years of experience in IT helpdesk or desktop support.
• Solid knowledge of Windows 10/11, Microsoft 365, Outlook and Teams.
• Experience troubleshooting desktops, laptops and printers.
• Basic LAN, Wi‑Fi, VPN and TCP/IP connectivity troubleshooting.
• Familiarity with Active Directory and password resets.
• Knowledge of IT service management processes and SLAs.
• Able to work independently and with IT support teams.

Responsibilities

• Deliver on-site and remote L1/L2 support for end-user hardware and software.
• Resolve incidents and service requests to meet SLA targets.
• Log incidents in the ITSM tool and track actions to closure.
• Perform automated software and patch deployments as directed.
• Collaborate with L2 Network, Security and Server teams for escalations.
• Maintain professional demeanor and high customer service standards.

Skills

Troubleshooting

Communication

Customer service

Education

Nitec, Higher Nitec or Diploma in IT

Tools

Windows 10/11

Microsoft 365

Outlook

Microsoft Teams

Active Directory

ManageEngine Service Desk Plus

ManageEngine Endpoint Central

Job description

Company Overview

Telistar is a One-Stop End-to-End Service Solutions Provider specializing in tailored service solutions that enhance profitability, productivity, efficiency, and control. We empower clients to focus on core business and achieve strategic objectives in a competitive market.

Job Summary

Provide on-site and remote L1/L2 support for end-user hardware and software, ensuring timely resolution of incidents and service requests while maintaining high customer service standards and meeting SLA targets.

Responsibilities

• Deliver on-site and remote L1/L2 support for end-user hardware including desktops, laptops, mobile devices, printers, MFDs, and VC equipment
• Support Microsoft Windows OS, Microsoft 365 (Office, Teams, Teams Voice), specialized CAD/Engineering applications (Autodesk, Bentley), and standard browsers and web-based business applications
• Troubleshoot and resolve hardware, software, and connectivity incidents, achieving an 80% first contact resolution (FCR) target
• Accurately fulfill service requests such as new user setups, software installations, and hardware moves
• Log all incidents and service requests in the ITSM tool (Manage Engine Service Desk Plus), ensuring all actions are tracked to meet P1/P2/P3 SLA requirements
• Perform automated software and patch deployments using ManageEngine Endpoint Central as directed
• Collaborate effectively with L2 Network, Security, and Server teams for escalated issues
• Maintain a positive, professional demeanor and deliver excellent customer service

Job Requirements

• Nitec, Higher Nitec or Diploma in Information Technology, Computer Science, Computer Engineering or a related discipline.
• Minimum 1–3 years of experience in IT helpdesk, desktop support, end-user computing or IT technical support.
• Good working knowledge of Windows 10/11, Microsoft 365, Outlook and Microsoft Teams.
• Experience troubleshooting desktops, laptops, printers and common office applications.
• Basic understanding of LAN, Wi-Fi, VPN, TCP/IP and network connectivity troubleshooting.
• Familiarity with Active Directory, user account administration and password resets.
• Knowledge of IT service management processes, incident management and SLA requirements.
• Strong troubleshooting, communication and customer service skills.
• Able to work independently and collaborate effectively with other IT support teams.
• Able to travel to Paya Lebar and Woodlands