L1 Helpdesk Support

APAR TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 40,000 - 50,000; Full time

Job summary

A leading IT services provider in Singapore is seeking an L1 Helpdesk Support professional to monitor user queries and manage support tickets efficiently. The ideal candidate should have a diploma in IT or Computer Science, along with 1–3 years of relevant experience. Responsibilities will include troubleshooting issues and ensuring user satisfaction through effective communication. This role may require overtime and weekend support.

Qualifications

• 1–3 years of experience in L1 IT Helpdesk or Technical Support.

Responsibilities

• Monitor and respond to user queries via email and phone promptly.
• Log and manage support tickets, ensuring timely follow-up and resolution.
• Perform L1 investigation for reported issues and provide initial troubleshooting.

Skills

Communication skills

Proactive attitude

Detail-oriented

Education

Diploma in IT or Computer Science

Job description

Key Responsibilities:

• Monitor and respond to user queries via email and phone promptly.
• Log and manage support tickets, ensuring timely follow-up and resolution.
• Perform L1 investigation for reported issues and provide initial troubleshooting or resolution.
• Escalate unresolved issues to L2 or other relevant teams and coordinate for timely closure.
• Monitor system performance, including batch jobs, server utilization, and system alerts.
• Support system patching activities by conducting sanity testing after patches.
• Prepare and generate helpdesk reports such as user login status, number of tickets, CVEs, alerts, and service requests.

Requirements:

• Diploma or equivalent in IT, Computer Science, or related discipline.
• 1–3 years of experience in L1 IT Helpdesk or Technical Support.
• Strong communication and coordination skills.
• Proactive, detail-oriented, and able to work independently.
• Willing to perform OT and support on weekends when required

EA License: R1873481

Company EA License: 11C4879