Up to $3k/Mth | IT Service Desk Analyst (12-Hour Shift, L1 Support)

CGP Personnel; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading company is seeking a 1st Level Remote Support Analyst to deliver first-line technical support to end-users. You will troubleshoot IT issues, escalate unresolved cases, and manage follow-ups to ensure a high level of customer satisfaction. This role requires excellent communication skills and the ability to work rotating shifts.

Qualifications

• Minimum Higher Nitec in an IT-related discipline.
• At least 1 year of experience in end-user support or desktop support.
• Proficient in Windows OS, Active Directory, and mobile device support.

Responsibilities

• Provide First Call Resolution (FCR) via phone and email.
• Troubleshoot and resolve basic IT issues (Windows OS, email, connectivity).
• Monitor and update incident tickets in a timely manner.

Skills

Problem Solving

Communication

Windows OS

Active Directory

Device Connectivity

Education

Higher Nitec in IT-related discipline

Job description

Job Summary:

As a 1st Level Remote Support Analyst, you will be responsible for providing timely and professional first-line technical support to end-users. You will handle incoming incidents and service requests via phone or email, troubleshoot issues, and escalate unresolved cases to higher-level support teams while ensuring a high level of customer satisfaction.

Location:

• Ang Mo Kio

Working Hours:

• Rotating 12-hour Day or Night shifts

• 2 days work, 2 days off schedule

Key Responsibilities:

• Provide First Call Resolution (FCR) via phone and email

• Troubleshoot and resolve basic IT issues (Windows OS, email, account access, device connectivity, etc.)

• Escalate unresolved or complex incidents to the appropriate resolver teams

• Monitor and update incident tickets in a timely and accurate manner

• Track and follow up on open issues to ensure closure

• Classify, prioritize, and assign incidents accordingly

• Manage user expectations and escalate unusual spikes in call volumes to the Team Lead

• Work collaboratively with internal teams and vendors when needed

Requirements:

• Minimum Higher Nitec in an IT-related discipline

• At least 1 year of experience in end-user support, desktop support, or IT service desk (non-tech customer service roles are not applicable)

• Proficient in Windows OS, Active Directory user account administration, MS Outlook, and mobile device support

• Strong communication and problem-solving skills

• Able to work rotating shifts, including night duties and weekends

For faster application:
Email Sharica Tan with your resume to: [e-mail]
EA Personnel: Sharica Tan Ying Xuan (R23113276)
EA Licence: 19C9859
Cornerstone Global Partners