Service Desk Analyst

CORNERSTONE GLOBAL PARTNERS PTE. LTD.; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

Cornerstone Global Partners invites applications for a first-level IT Helpdesk role in Singapore. You will handle incidents, service requests and enquiries, troubleshoot hardware, software, network issues, and log activity in the ITSM system.

The ideal candidate has at least 1 year of service desk experience, a Diploma in IT or CS, plus ITIL Foundation and ideally CompTIA A+.

Qualifications

• Minimum 1 year of relevant experience in Service Desk or IT Helpdesk.
• Diploma in Information Technology, Computer Science or equivalent.
• CompTIA A+ certification preferred.
• ITIL Foundation certification is required.
• Willingness to work rotating shifts including weekends and public holidays.
• Basic knowledge of IT hardware, software, operating systems, networking and troubleshooting.

Responsibilities

• Provide first-level IT support to end users, handling incidents, service requests and technical enquiries.
• Troubleshoot and resolve hardware, software, network, system access and connectivity-related issues.
• Log, track, prioritise and manage incidents and service requests through the ITSM system.
• Provide timely resolution of technical issues or escalates complex incidents to the relevant support teams in accordance with established procedures and SLAs.
• Assist with user account administration, password resets, access management and basic system configuration.
• Perform basic IT equipment setup, installation, configuration and maintenance.
• Maintain accurate incident records, troubleshooting documentation and support logs.
• Deliver professional and effective customer service while ensuring minimal disruption to business operations.
• Support daily service desk operations through rotating shifts, including weekends and public holidays.
• Comply with all security policies, access control procedures and operational guidelines within a restricted (Red Zone) environment.

Education

Diploma in Information Technology or Computer Science

ITIL Foundation

CompTIA A+ certification

1 year IT helpdesk/service desk experience

Basic hardware/software/networking knowledge

Willingness to rotate shifts

Tools

ITSM system

Job description

Working Arrangements

• Operating Hours: 7:30 AM - 9:00 PM, based on rotating shifts.
• Working Days: Monday to Sunday, including weekends and public holidays.
• Shift Arrangement: Rotating shifts based on operational requirements.

Responsibilities

• Provide first-level IT support to end users, handling incoming incidents, service requests and technical enquiries.
• Troubleshoot and resolve hardware, software, network, system access and connectivity-related issues.
• Log, track, prioritise and manage incidents and service requests through the IT Service Management (ITSM) system.
• Provide timely resolution of technical issues or escalates complex incidents to the relevant support teams in accordance with established procedures and SLAs.
• Assist with user account administration, password resets, access management and basic system configuration.
• Perform basic IT equipment setup, installation, configuration and maintenance.
• Maintain accurate incident records, troubleshooting documentation and support logs.
• Deliver professional and effective customer service while ensuring minimal disruption to business operations.
• Support daily service desk operations through rotating shifts, including weekends and public holidays.
• Comply with all security policies, access control procedures and operational guidelines within a restricted (Red Zone) environment.

Requirements

• Minimum 1 year of relevant experience in Service Desk, IT Helpdesk or Technical Support.
• Diploma in Information Technology, Computer Science or an equivalent qualification.
• Preferably possess CompTIA A+ certification.
• ITIL Foundation certification is required.
• Basic knowledge of IT hardware, software, operating systems, networking and troubleshooting.
• Willingness to work rotating shifts covering weekdays, weekends and public holidays.

Information provided in this advertisement is for recruitment purposes only.

Cornerstone Global Partners (EA License Number: 19C9859) is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. Cornerstone Global Partners Pte Ltd (EA License: 19C9859)