IT Support Analyst (L1)

BEATHCHAPMAN (PTE. LTD.); Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A global professional services organization in Singapore is hiring an IT Support Analyst to provide first-line technical support to internal users. In this role, you will troubleshoot hardware and software issues, log incidents using ServiceNow, and prioritize customer service while adhering to SLAs. This position requires strong communication skills and the ability to work in a fast-paced, KPI-driven environment. Exposure to a global IT environment and opportunities for progression are also provided.

Qualifications

• At least 1 year of experience in IT Helpdesk, Service Desk, or Technical Support.
• Experience in a service-oriented, KPI-driven environment.
• Strong communication and problem-solving skills.

Responsibilities

• Provide first-line IT support for applications, systems, and end-user hardware.
• Log, track, and resolve incidents and requests using a ticketing system.
• Support users via phone, email, and web-based channels.

Skills

First-line IT support

Customer service

Communication skills

Problem-solving skills

Tools

ServiceNow

Job description

Location: Singapore
Department: Information Technology
Reporting to: Service Desk Manager

About the Role

We are hiring an IT Support Analyst to join a global professional services organization. This role sits within the IT Service Desk and focuses on providing first-line technical support to internal users across business applications, hardware, and productivity tools. You will be part of a team that prioritizes first-time resolution, strong customer service, and adherence to SLAs/KPIs in a fast-paced environment.

Key Responsibilities

• Provide first-line IT support for applications, systems, and end-user hardware
• Log, track, and resolve incidents and requests using a ticketing system (e.g. ServiceNow)
• Support users via phone, email, and web-based channels
• Troubleshoot issues and elevate to 2nd/3rd line teams when required
• Monitor system alerts and respond according to support procedures
• Perform basic user administration tasks
• Contribute to knowledge base documentation and process improvements
• Support IT projects and initiatives where required
• Work within agreed SLAs and KPIs

Shift & Support Coverage

• Role involves rotational shifts to support a 24x7 environment
• Occasional on-call or out-of-hours support may be required
• Flexibility is important due to the nature of the business

Requirements

• 1+ year of experience in IT Helpdesk / Service Desk / Technical Support
• Experience working in a service-oriented, KPI-driven environment
• Familiarity with ticketing systems such as ServiceNow (or similar)
• Comfortable providing support via phone and remote tools
• Basic understanding of: Business applications Document management systems End-user IT support
• Strong communication and problem-solving skills
• Willingness to learn and adapt in a global support environment

Nice to Have

• ITIL or relevant IT certifications
• Experience supporting professional services or corporate users
• Exposure to global or regional IT support teams

Why This Role

• Exposure to a global IT environment
• Clear processes and structured service desk operations
• Opportunity to build strong foundations in IT support with progression opportunities

Reg. No. R1768414
BeathChapman Pte Ltd
Licence no. 16S8112