IT Service Desk Agent, IT Support, Incident Handling, ITIL

THE HACENS TALENT PTE. LTD.; Singapore; Hybrid; SGD 20,000 - 60,000; Full time

Job summary

A technology services provider in Singapore is looking for a Service Desk Agent to provide frontline IT support within a governmental context. This 2-year renewable contract role focuses on incident triage and first-call resolutions in a shift-based environment. The ideal candidate will have 1–2 years of IT support experience and strong communication skills. The position involves working nights, weekends, and public holidays, ensuring high operational availability and compliance with security standards.

Qualifications

• 1–2 years of hands-on IT support or service desk experience.
• Strong communication skills with the ability to explain technical issues clearly.
• Familiarity with ticketing systems and incident management workflows.

Responsibilities

• Act as the first-line support for user incidents & service requests via phone, email, chat.
• Deliver first-call resolution through effective troubleshooting & clear user guidance.
• Monitor system alerts, dashboards, and critical services to proactively detect outages.

Skills

IT support experience

Basic troubleshooting knowledge

Strong communication skills

Job description

YOUR NEW JOB

As a Service Desk Agent, you will be the first point of contact for end users, providing frontline IT support within a government-regulated environment.

This role focuses on first-call resolution, incident triage, user communication while adhering to SLA, ITIL, security requirements.

This is a 2-year contract role that is renewable, supporting a newly awarded project with shift-based operations.

WHAT YOU’LL BE DOING

• Act as the first-line support for user incidents &service requests via phone, email, chat
• Deliver first-call resolution (FCR) through effective troubleshooting & clear user guidance
• Perform initial diagnosis of hardware, software, & network-related issues
• Escalate unresolved incidents to Level 2 / Level 3 with proper documentation & follow-up
• Monitor system alerts, dashboards, critical services to proactively detect outages
• Maintain accurate ticket updates, ensuring informed of progress & resolution timelines
• Adhere to SLAs, ITIL processes, operational compliance requirements
• Participate in shift rotations to support 24/7 operations, including nights, weekends, & public holidays

WHAT IS NEEDED FROM YOU

• 1–2 years of hands-on IT support or service desk experience
• Basic troubleshooting knowledge across desktops, applications, and network connectivity
• Familiarity with ticketing systems and incident management workflows
• Strong communication skills with the ability to explain technical issues clearly and calmly
• Comfortable working in a shift-based, operationally critical environment
• Willingness to commit to a 2-year contract

WHAT WILL MAKE YOU STAND OUT

• Experience supporting users in regulated or government environments
• Prior exposure to ITIL-based service desk operations
• Ability to obtain and maintain required security clearance
• Strong reliability and availability in a 24/7 operational setup