IT Service Desk Technician

About the role

Fitch Group is hiring a Service Desk Technician for its Singapore office. The Global Service Desk provides 24x5 IT support to over 6,000 Fitch Group users worldwide and is part of the Technology & Data team. Candidates need current, unrestricted work authorisation in Singapore, as visa sponsorship is not offered.

Key responsibilities

• Triage, troubleshoot, resolve and document incidents and requests, driving tickets to closure with a focus on root cause and quality.
• Provide advanced remote and in-person support for Windows and Mac endpoints, collaboration tools and corporate applications.
• Diagnose and resolve issues in Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Intune and SCCM, and Cisco video conferencing.
• Use logs, system tools, Event Viewer and device management portals to find recurring issues and propose fixes.
• Manage escalations, capture technical details and coordinate with escalation teams until resolved.
• Contribute knowledge articles and SOPs, coach peers on repeat issues, and deliver efficient onboarding and offboarding.
• Keep users informed with clear, timely updates in business-friendly language.

Required profile

• 2+ years of experience in a Service Desk/IT Support environment with Level 2 troubleshooting responsibility.
• Strong working knowledge of Windows 11 and macOS support in an enterprise environment (plus iOS).
• Excellent communication skills, able to guide users through resolution and set expectations.

Required skills

• Microsoft 365 troubleshooting (Teams, OneDrive sync, Outlook profiles and authentication, permissions and sharing, add-ins).
• Endpoint management concepts and tools such as Intune, Autopilot, device compliance and app deployment.
• ITSM tool such as Jira Service Management, with good ticket hygiene and SLA awareness.
• Nice to have: Jamf, identity/access concepts (SSO/MFA), security tools (Zscaler, CrowdStrike), ITIL certification or practical knowledge of incident/request/problem management, and a track record of reducing repeat incidents.

What we offer

• Hybrid work: 3 days a week in the office depending on line of business and location.
• Training, leadership development and mentorship programmes.
• Retirement planning and tuition reimbursement.
• Healthcare, family-friendly policies including a global parental leave plan, and paid volunteer days.