It jobs in Singapur

• Provide first-level IT support via phone, email, and chat by logging, categorizing, and prioritizing incidents and service requests in ServiceNow, performing initial diagnosis, resolving or escalating issues per ITIL processes, monitoring ticket queues for timely SLA compliance, and maintaining clear communication with users throughout the support lifecycle.
• Update and maintain internal knowledge base articles by documenting troubleshooting steps and resolutions, while contributing to the continuous improvement of support documentation and workflows.
• Install and configure software and basic hardware, set up network access, printers, and shared resources, manage user permissions and license allocations, and ensure compliance with internal security and access policies.
• Collaborate closely with other IT teams to resolve complex issues, participate in service improvement initiatives and feedback loops, and support audits and reporting related to ITIL processes and SLA metrics.

• Bachelor’s degree in Information Technology or any relevant field.
• Minimum one year of experience in IT Help Desk or IT Support, with the ability to maintain and update knowledge base articles, and experience working on multinational projects or within global teams.
• Proficient in PC operating systems, including Windows (Outlook, Word, Excel, internal applications, etc.) and iOS on iPad.
• ITIL Foundation Certified, and ensures compliance with SLAs and ITIL processes such as Incident, Request, and Problem Management.

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