IT Support Analyst L1/L2

ALLEGIS GROUP SINGAPORE PRIVATE LIMITED; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Allegis Group Singapore Private Limited invites applications for an IT Support Analyst (L1/L2) to join the Global Client Service Desk. You will deliver responsive, user-focused support across Windows and macOS, Microsoft 365, VPNs, and ITSM portals, ensuring service quality and a positive user experience.

The role requires 2–4 years of IT service desk experience, strong troubleshooting and communication skills, and a readiness to support shift rotations at Tuas Biomedical Park.

Qualifications

• 2–4 years of IT service desk experience.
• Hands-on with Windows and macOS.
• Working knowledge of Microsoft 365 and VPN technologies.
• Familiarity with ITSM platforms.
• Strong incident and request management skills.

Responsibilities

• Provide Level 1 and Level 2 support across phone, email, collaboration platforms, and ITSM portals.
• Troubleshoot issues related to user access, authentication, Microsoft 365 applications, VPN connectivity, endpoint software, and general network access.
• Accurately log, categorize, and prioritize incidents and service requests.
• Monitor support queues and proactively manage workload to prevent SLA breaches.
• Escalate complex cases to relevant resolver teams, vendors, or onsite support when required.
• Maintain detailed documentation and contribute to knowledge base improvements.
• Support shift rotations and contingency coverage as operationally required.
• Ensure compliance with internal security, audit, and data protection policies.

Skills

Windows support

macOS support

Microsoft 365

VPN technologies

ITSM platforms

Incident management

Troubleshooting

Documentation

Tools

ServiceNow

Job description

IT Support Analyst (L1/L2)

We are looking for a proactive and customer-focused IT Support professional to join Our Client Service Desk Team – Global Pharmaceutical Company . The successful candidate will play a key role in delivering responsive support, maintaining service quality standards and user experience.

Key Responsibilities

• Provide Level 1 and Level 2 support across multiple communication channels including phone, email, collaboration platforms, and ITSM portals
• Troubleshoot issues related to user access, authentication, Microsoft 365 applications, VPN connectivity, endpoint software, and general network access
• Accurately log, categorize, and prioritize incidents and service requests
• Monitor support queues and proactively manage workload to prevent SLA breaches
• Escalate complex cases to relevant resolver teams, vendors, or onsite support when required
• Maintain detailed documentation and contribute to knowledge base improvements
• Support shift rotations and contingency coverage as operationally required
• Ensure compliance with internal security, audit, and data protection policies

Requirements

• 2–4 years of IT Service Desk experience
• Strong hands‑on experience supporting Windows and macOS environments
• Good working knowledge of Microsoft 365, VPN technologies, browsers, and endpoint tools
• Basic understanding of Unix or Linux environments is advantageous
• Familiarity with ServiceNow or similar enterprise ITSM platforms
• Solid understanding of incident and request management processes
• Ability to manage ticket workflows effectively and maintain documentation standards
• Strong verbal and written communication skills
• Customer‑centric approach with strong analytical and troubleshooting capability
• Able to travel to Tuas Biomedical Park