M365 Service Desk Agent

JOBSTER PRIVATE LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading IT services provider in Singapore is seeking a Subject Matter Expert for IT support within the service desk team. The role includes managing Microsoft 365 environments, providing first-level support, and acting as the go-to person for specific applications. Ideal candidates should have a diploma and at least 2 years of service desk experience, along with strong technical skills in desktops, notebooks, and Microsoft applications. This position offers an opportunity to help improve service and ensure customer satisfaction.

Qualifications

• Minimum 2 years of end-user support or service desk experience required.
• Proficient in spoken and written English.
• Strong technical skills in supporting desktops, notebooks, tablets, and smartphones.

Responsibilities

• Liaise with second-level support on product enhancements.
• Provide First Call Resolution (FCR) technical support via phone and email.
• Maintain ownership of cases until closure with accurate documentation.

Skills

End-user support

Customer service

Technical support

Microsoft 365

Troubleshooting

Education

Diploma in relevant field

Tools

Active Directory

Windows OS

VPN technologies

Job description

Job Summary

This role serves as the subject matter expert (SME) within the service desk team. The position acts as the go‑to person for a specific product, application, or domain, while also providing first level IT support via phone and remote tools.

The SME will also support and administer Microsoft 365 (M365) environments, including user account management, mailbox configuration, and issue resolution related to M365 applications and services.

Responsibilities | CORE

• Liaise with second‑level support on product enhancements and train team members
• Update shared repository with changes in area of focus
• Provide First Call Resolution (FCR) technical support via phone and email
• Perform first level troubleshooting and elevate to resolver groups as required
• Furnish timely updates to customers on issue status
• Maintain ownership of cases until closure with accurate documentation
• Manage customer expectations and elevate unusual surge issues to Team Lead
• Classify and prioritize incidents, tracking progress and updates
• Provide support for Microsoft 365 (M365) applications such as Outlook, Teams, OneDrive, SharePoint, Copilot etc

Essential Qualifications

• Diploma with minimum 2 years of end‑user support or service desk experience
• Proficient in spoken and written English
• Strong technical skills in supporting desktops, notebooks, tablets, and smartphones
• Knowledge of Windows OS, Active Directory, and Microsoft 365 applications

Preferred Attributes

• VPN and macOS support knowledge
• Good understanding of hardware and peripherals
• Experience in supporting WiFi and LAN connectivity

Professional and/or Technical Certifications

• CompTIA A+ (preferred)

ADDITIONS

Responsibilities | PROJECT-SPECIFIC

• Provide M365‑related incident management and support during transition or migration projects
• Assist in documentation and knowledge transfer for new M365 deployments