IT Service Desk

QUESS SELECTION & SERVICES PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

QUESS SELECTION & SERVICES PTE. LTD. is seeking an IT Service Desk professional to provide 24x7 coverage on a rotation basis and serve as the first point of contact for incidents.

You will triage, troubleshoot, log, classify, and escalate tickets to restore services promptly. The role requires 3–4 years of IT Service Desk experience, strong communication skills, and a solid understanding of SLAs. You will monitor alerts, update users, and ensure timely ticket closure while contributing to

Qualifications

• Minimum 3–4 years in IT Service Desk.
• Strong incident triage and troubleshooting skills.
• Excellent communication with users and stakeholders.
• Familiarity with SLA and escalation processes.

Responsibilities

• Maintain 24x7 service desk coverage on a rotation basis.
• Act as first point of contact for incident reporting and triage.
• Monitor and progress incidents and service requests to timely closure.
• Log, classify, and prioritise incidents in the ticketing system.
• Escalate unresolved/high-impact incidents and coordinate follow-ups.
• Provide timely updates on ticket status and service disruptions.
• Monitor system alerts and trigger appropriate response actions.
• Ensure incidents meet defined response and resolution times (SLA).
• Maintain handover records for operational continuity.
• Follow SOPs and contribute to knowledge base improvements.

Skills

Incident management

Ticketing system usage

Communication

SLA adherence

Monitoring

Tools

Ticketing system

Job description

24x7 Service Desk Coverage

- Ensure continuous manning of the 24x7 duty phone and service desk channels on rotation basis to provide timely response to incidents

First-Level Incident Management

- Serve as the first point of contact for incident reporting, perform initial triage and troubleshooting, and take appropriate actions to restore service or initiate escalation.

Ticket Monitoring and Management

- Monitor incident and service request tickets to ensure timely assignment, progress tracking, and closure in accordance with agreed service levels.

Incident Logging and Categorisation

- Accurately log, classify, and prioritise incidents and requests in the ticketing system to ensure proper routing and handling.

Escalation Coordination

- Escalate unresolved or high-impact incidents to the appropriate support teams in a timely manner and ensure effective follow-up until resolution.

Communication Management

- Provide timely updates to users and stakeholders on ticket status, incident progress, service disruptions, and restoration activities.

Monitoring and Alert Response

- Monitor system alerts, operational dashboards, and notification channels, and trigger appropriate response actions for detected anomalies or service degradation.

SLA Compliance

- Ensure incidents and requests are handled within defined response and resolution timelines to meet service level commitments.

Operational Reporting and Handover

- Maintain accurate records of incidents, escalations, and shift activities, and ensure proper handover to support operational continuity.

Knowledge and Process Compliance

- Follow established SOPs, runbooks, and operational procedures, while contributing to knowledge base updates and continuous process improvement.

Profile

Minimum of 3-4 years of experience in IT Service Desk.