IT Service Desk Engineer - Frontline Support & Troubleshooting

ITCAN PTE. LIMITED; Singapore; On-site; SGD 24,000 - 36,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking an IT Helpdesk Support Analyst in Singapore to provide Level 1 IT assistance for staff. You will handle incidents via phone, email, chat, and ticketing systems, perform basic troubleshooting, and support onboarding/offboarding activities.

You will work toward resolving issues within SLAs, document troubleshooting steps, and escalate complex problems to Level 2/3 teams as needed. Familiarity with Windows 10/11, Microsoft 365, and ITIL-based processes is preferred.

Responsibilities

• Serve as the first point of contact for IT incidents and requests.
• Provide Level 1 support for hardware, software, OS, apps, and connectivity.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, printers, and other business apps.
• Assist users with password resets, account lockouts, and access requests.
• Log and track incidents in the ITSM system.
• Resolve incidents within SLAs and escalate complex issues to Level 2/3.
• Follow troubleshooting procedures and knowledge base articles.
• Maintain accurate ticket records and knowledge base documentation.
• Adhere to IT security policies and ITIL-based service management processes.
• Participate in shift handovers and service desk activities.

Skills

Level 1 IT support

Ticketing systems

Remote troubleshooting

Password resets

ITIL/ITSM awareness

Tools

ITSM system

Job description

ITCAN PTE. LIMITED is seeking an IT Helpdesk Support Analyst in Singapore to provide Level 1 IT assistance for staff. You will handle incidents via phone, email, chat, and ticketing systems, perform basic troubleshooting, and support onboarding/offboarding activities.

You will work toward resolving issues within SLAs, document troubleshooting steps, and escalate complex problems to Level 2/3 teams as needed. Familiarity with Windows 10/11, Microsoft 365, and ITIL-based processes is preferred.