Service Desk Analyst

QUESS SELECTION & SERVICES PTE. LTD.; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

QUESS SELECTION & SERVICES PTE. LTD. is seeking an IT Service Desk professional to act as the first point of contact for incident reporting, provide initial triage, and perform troubleshooting to restore service quickly.

The role requires maintaining 24x7 duty phone coverage on rotation and engaging with users and stakeholders to communicate incident status. You will monitor and manage tickets, classify incidents, escalate when needed, ensure SLA compliance, and hand over to ensure operational

Qualifications

• Minimum of 3-4 years of experience in IT Service Desk.
• Experience handling 24x7 duty coverage and incident triage.

Responsibilities

• Ensure continuous manning of the 24x7 duty phone and service desk channels on rotation basis to provide timely response to incidents.
• Serve as the first point of contact for incident reporting, perform initial triage and troubleshooting, and take appropriate actions to restore service or initiate escalation.
• Monitor incident and service request tickets to ensure timely assignment, progress tracking, and closure in accordance with agreed service levels.
• Accurately log, classify, and prioritise incidents and requests in the ticketing system to ensure proper routing and handling.
• Escalate unresolved or high-impact incidents to the appropriate support teams in a timely manner and ensure effective follow-up until resolution.
• Provide timely updates to users and stakeholders on ticket status, incident progress, service disruptions, and restoration activities.
• Monitor system alerts, operational dashboards, and notification channels, and trigger appropriate response actions for detected anomalies or service degradation.
• Ensure incidents and requests are handled within defined response and resolution timelines to meet service level commitments.
• Maintain accurate records of incidents, escalations, and shift activities, and ensure proper handover to support operational continuity.
• Follow established SOPs, runbooks, and operational procedures, while contributing to knowledge base updates and continuous process improvement.

Job description

24x7 Service Desk Coverage

• Ensure continuous manning of the 24x7 duty phone and service desk channels on rotation basis to provide timely response to incidents

First-Level Incident Management

• Serve as the first point of contact for incident reporting, perform initial triage and troubleshooting, and take appropriate actions to restore service or initiate escalation.

Ticket Monitoring and Management

• Monitor incident and service request tickets to ensure timely assignment, progress tracking, and closure in accordance with agreed service levels.

Incident Logging and Categorisation

• Accurately log, classify, and prioritise incidents and requests in the ticketing system to ensure proper routing and handling.

Escalation Coordination

• Escalate unresolved or high-impact incidents to the appropriate support teams in a timely manner and ensure effective follow-up until resolution.

Communication Management

• Provide timely updates to users and stakeholders on ticket status, incident progress, service disruptions, and restoration activities.

Monitoring and Alert Response

• Monitor system alerts, operational dashboards, and notification channels, and trigger appropriate response actions for detected anomalies or service degradation.

SLA Compliance

• Ensure incidents and requests are handled within defined response and resolution timelines to meet service level commitments.

Operational Reporting and Handover

• Maintain accurate records of incidents, escalations, and shift activities, and ensure proper handover to support operational continuity.

Knowledge and Process Compliance

• Follow established SOPs, runbooks, and operational procedures, while contributing to knowledge base updates and continuous process improvement.

Profile

Minimum of 3-4 years of experience in IT Service Desk.