IT Service Desk Engineer

LANTU EMPLOYMENT AGENCY PTE. LTD.; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

LANTU EMPLOYMENT AGENCY PTE. LTD. is seeking an experienced IT Service Desk professional to act as the Single Point of Contact for IT incidents, service requests, and user support in a dynamic environment.

The role focuses on incident lifecycle management, user assistance, and cross-team collaboration to sustain high service quality and SLA adherence. Responsibilities include logging, prioritizing, troubleshooting, and resolving issues via the ITSM platform, performing health checks, and

Qualifications

• Experience supporting ITIL-aligned service desks and incident management processes.
• Strong communication skills with end-user focus and cross-team collaboration.
• Ability to log, categorize, prioritize, troubleshoot and resolve incidents within SLAs.
• Familiarity with CMDB data maintenance and knowledge article creation.

Responsibilities

• Act as the Single Point of Contact for IT incidents, service requests, and user support.
• Log, categorize, prioritize, troubleshoot, and resolve incidents and service requests through the ITSM platform within SLAs.
• Provide day-to-day user support including password resets, account access, VPN setup, software installation, and hardware provisioning.
• Perform system health checks, incident investigation, troubleshooting, and escalation of complex issues.
• Track incidents and service requests through to resolution and closure with proper documentation.

Skills

ITIL

SPOC

Incident Management

Service Desk

Communication

Tools

ITSM Platform

CMDB

Knowledge Base

Monitoring Tools

Job description

Key Responsibilities

• Act as the Single Point of Contact (SPOC) for IT incidents, service requests, and user support.
• Log, categorize, prioritize, troubleshoot, and resolve incidents and service requests through the ITSM platform within agreed SLAs.
• Provide day-to-day user support including password resets, account access, VPN setup, software installation, hardware provisioning, and access management.
• Perform system health checks, incident investigation, troubleshooting, and escalation of critical or complex issues.
• Track incidents and service requests through to resolution and closure, ensuring proper documentation and user communication.
• Identify recurring incidents, support root cause analysis, and coordinate permanent resolutions under Problem Management.
• Support Change Management, including change tracking, documentation, implementation coordination, and maintenance of audit trails.
• Maintain CMDB and IT asset records, ensuring configuration information is accurate and up to date.
• Create, maintain, and improve knowledge articles, user guides, FAQs, and self-service resources.
• Monitor service performance, SLA compliance, KPIs, incident trends, MTTR, first-contact resolution, and customer satisfaction.
• Prepare weekly/monthly service reports and support quarterly service performance reviews.
• Coordinate effectively between onshore and offshore support teams, technical teams, vendors, and stakeholders.
• Support internal and external audits through data validation, documentation, and evidence gathering.
• Participate in ITIL process reviews, service improvement initiatives, automation, and AI-enabled service desk enhancements.

Service Delivery Responsibilities

• Manage service scope, SLAs, resources, priorities, and service delivery performance.
• Monitor operational activities and **escalate** critical issues or out-of-scope requirements.
• Maintain and review service KPIs and recommend improvements.
• Support resource planning, cost management, and service delivery forecasting.
• Maintain effective customer communication and provide regular service updates.