IT SERVICE DESK SUPPORT

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 31,000 - 47,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD. is seeking an IT Service Desk Support Engineer to provide round-the-clock service desk coverage in Singapore.

The role involves being the first line of contact for IT incidents and service requests, performing initial triage and troubleshooting, and ensuring timely responses and resolutions. You will monitor and manage incident and service request tickets, log and classify issues, and escalate where needed while providing clear updates to users and stakeholders.

Responsibilities

• Provide 24×7 Service Desk coverage on a rotational basis, ensuring continuous monitoring of duty phone and service desk channels and timely response to reported incidents.
• Serve as the first point of contact for IT incidents and service requests, performing initial triage, troubleshooting, and appropriate resolution or escalation.
• Monitor and manage incident and service request tickets, ensuring timely assignment, progress tracking, follow-up, and closure in accordance with agreed service levels.
• Accurately log, classify, categorise, and prioritise incidents and service requests within the ticketing system to ensure proper routing and handling.
• Perform first-level troubleshooting for reported technical issues and take appropriate actions to restore services.
• Coordinate escalation of unresolved or high-impact incidents to relevant support teams and ensure effective follow-up through to resolution.
• Provide timely and professional updates to users and stakeholders regarding ticket status, incident progress, service disruptions, and restoration activities.
• Monitor system alerts, operational dashboards, and notification channels, responding appropriately to detected anomalies or service degradation.
• Ensure incidents and service requests are handled within defined SLA response and resolution timelines.
• Maintain accurate records of incidents, escalations, ticket activities, and shift activities to support operational continuity.
• Perform effective shift handovers, ensuring outstanding incidents, escalations, and operational matters are properly communicated to the incoming support team.
• Follow established SOPs, runbooks, IT processes, and operational procedures when handling incidents and service requests.
• Contribute to knowledge base updates, documentation, and continuous process improvement to improve service desk efficiency and support quality.
• Work closely with relevant technical and operational teams to ensure incidents are resolved efficiently and service availability is maintained.

Job description

IT Service Desk Support Engineer

• Provide 24×7 Service Desk coverage on a rotational basis, ensuring continuous monitoring of duty phone and service desk channels and timely response to reported incidents.
• Serve as the first point of contact for IT incidents and service requests, performing initial triage, troubleshooting, and appropriate resolution or escalation.
• Monitor and manage incident and service request tickets, ensuring timely assignment, progress tracking, follow-up, and closure in accordance with agreed service levels.
• Accurately log, classify, categorise, and prioritise incidents and service requests within the ticketing system to ensure proper routing and handling.
• Perform first-level troubleshooting for reported technical issues and take appropriate actions to restore services.
• Coordinate the escalation of unresolved or high-impact incidents to relevant support teams and ensure effective follow-up through to resolution.
• Provide timely and professional updates to users and stakeholders regarding ticket status, incident progress, service disruptions, and restoration activities.
• Monitor system alerts, operational dashboards, and notification channels, responding appropriately to detected anomalies or service degradation.
• Ensure incidents and service requests are handled within defined SLA response and resolution timelines.
• Maintain accurate records of incidents, escalations, ticket activities, and shift activities to support operational continuity.
• Perform effective shift handovers, ensuring outstanding incidents, escalations, and operational matters are properly communicated to the incoming support team.
• Follow established SOPs, runbooks, IT processes, and operational procedures when handling incidents and service requests.
• Contribute to knowledge base updates, documentation, and continuous process improvement to improve service desk efficiency and support quality.
• Work closely with relevant technical and operational teams to ensure incidents are resolved efficiently and service availability is maintained.