Service Desk Agent - IT Support

About the role

A proactive and detail-oriented Service Desk Agent is sought to join an IT support team in Singapore. As the face of IT, you will provide technical assistance to employees and help maintain operational efficiency by resolving technical issues quickly. The role is based in the office.

Key responsibilities

• Act as the first point of contact for technical inquiries by phone, email and ticketing systems
• Diagnose and resolve hardware, software and network connectivity issues for onsite and remote users
• Log, categorise and track incidents so they are resolved and followed up on in time
• Escalate complex problems to senior engineering teams while keeping users informed
• Manage user accounts, including password resets and access permissions via Active Directory
• Contribute to the internal knowledge base by documenting common issues and troubleshooting steps
• Assist with setting up and configuring workstations, peripherals and mobile devices

Required profile

• Minimum 1 year of experience in a professional IT helpdesk or service desk environment
• Exceptional communication skills, able to explain technical concepts to non-technical staff
• Strong analytical and problem-solving abilities with a high attention to detail
• Ability to multitask and prioritise tickets in a fast-paced, high-volume environment
• Customer-first mindset committed to quality technical support

Required skills

• Solid understanding of Windows and Mac operating systems and Microsoft Office 365
• Basic knowledge of ITIL frameworks and networking protocols is highly preferred