Service Desk Analyst (Shift-Work)

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading IT services provider in Singapore is seeking a first-line support technician to provide robust telephone and deskside assistance for incident resolution. The ideal candidate will possess extensive knowledge of IT support tools, service desk operations, and will have a minimum of 4 years of experience, including practical knowledge of Windows environments and ITIL processes. This role involves ensuring high standards of customer service through effective communication and collaboration with stakeholders.

Qualifications

• 4–5 years of relevant IT experience.
• At least 3 years in a first-line support role.
• Experience in an ITIL-aligned environment.

Responsibilities

• Provide first-line and occasional second-line support for incident resolution.
• Record incidents and service requests in the BMC Helix call logging system.
• Ensure users are informed of progress and updates on their calls.

Skills

Windows 10

Microsoft Office

VPN

Citrix remote access

Service Desk tools

Active Directory

Job description

Responsibilities:

• Provide first-line (telephone) support and occasional second-line (deskside) support for incident resolution.
• Record all incidents and service requests in the BMC Helix call logging system, using the most appropriate method to resolve issues.
• Assign incidents and requests that cannot be resolved at first line to the appropriate second- or third-line support teams (e.g., Networks, Email, Web, Server).
• Ensure users are kept informed of progress and updates regarding their calls.
• Collaborate with regional stakeholders to ensure seamless ticket handover, follow-ups, and service delivery.
• Coordinate with the ITIL Process Management team for change, release, problem, and configuration management processes.
• Monitor escalated calls to ensure timely resolution in line with agreed Service Level Agreements
• Build and maintain strong working relationships with stakeholders, ensuring a high standard of customer service.
• Develop a good understanding of the business functions supported by IT.

Requirements:

• 4–5 years of relevant IT experience, with at least 3 years in a first-line support role.
• Practical knowledge of Windows 10, Microsoft Office, VPN, and Citrix remote access.
• Familiarity with Service Desk tools, end-user IT services, Active Directory, and Remote Exchange Console.
• Experience working in an ITIL-aligned environment.