IT SERVICE DESK SUPPORT

QUESS SINGAPORE; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD is seeking an IT Service Desk Analyst to provide 24x7 coverage on a rotational basis, ensuring continuous monitoring of the duty phone and service desk channels.

You will be the first point of contact for IT incidents and service requests, performing initial triage, troubleshooting, and escalation as needed to restore services quickly and effectively. This role requires strong communication and incident management discipline.

Responsibilities

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

Job description

• 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.

• QUESSCORP SINGAPORE PTE. LTD

• Registration No. 199801439D