IT Helpdesk Executive – SAP HCM Support

About the role

We are seeking a customer‑oriented IT Helpdesk Executive to provide first‑level application support for our enterprise HR systems, primarily SAP HCM. You will manage helpdesk operations, resolve technical issues, and ensure a smooth user experience in a dynamic, onsite environment.

Key responsibilities

• Respond to user enquiries via phone, email, and the ticketing system.
• Log, categorise, track and resolve incidents and service requests in line with SLAs.
• Investigate, troubleshoot and resolve application‑related issues, escalating complex cases when needed.
• Provide support using knowledge‑base articles, FAQs and SOPs.
• Create and maintain helpdesk documentation, including user guides and troubleshooting guides.
• Analyse recurring issues and produce query analysis reports with improvement recommendations.
• Assist in retrieving information and reports for audit and operational needs.
• Communicate system maintenance, downtime, updates and enhancements to users.
• Review and suggest improvements to helpdesk processes and support procedures.
• Collaborate with technical teams and stakeholders to ensure prompt issue resolution and continuous service improvement.

Required profile

• Diploma or Degree in Computer Science, IT, Information Systems, Engineering or related field.
• Minimum 2 years of experience in IT Helpdesk, Application Support, Technical Support or Service Desk roles.
• Experience supporting SAP HCM ERP is highly preferred.
• Experience with MINDEF/SAF HR systems or projects is an advantage.
• Strong troubleshooting, analytical and problem‑solving abilities.
• Excellent verbal and written communication skills.
• Customer‑focused with a proactive approach to issue resolution.
• Ability to manage multiple priorities independently and within a team.

Required skills

• SAP HCM