IT Service Desk Engineer

LANTU EMPLOYMENT AGENCY PTE. LTD.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

LANTU EMPLOYMENT AGENCY PTE. LTD. is seeking an experienced IT service desk professional in Singapore.

The role focuses on acting as the SPOC for IT incidents and service requests, logging and resolving issues, and supporting ITIL-aligned processes to improve service delivery. You will handle technical support tasks, maintain asset records, and contribute to knowledge base improvements. The position requires coordinating between onshore and offshore teams, ensuring SLA compliance, and delivering

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

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 escape 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.