ITSM Service Desk Engineer

4 days ago

Singapore U3 Infotech Pte Ltd Full time

Location: Client Site – Chai Chee, Singapore Contract Duration: 1 Year (Completion Bonus included)Salary Range: SGD 3,100/month Clearance Required: Security Clearance Cat 1Availability: Immediate preferred About the Role We are looking for a motivated Service Desk Engineer to join our client’s IT support team. As the first point of contact for end users, you will provide technical support, resolve incidents, and manage service requests across hardware, software, and network environments. This role requires strong troubleshooting skills, excellent communication, and the ability to work effectively within an IT Service Management (ITSM) framework (examples: ServiceNow, Jira Service Management, BMC Helix ITSM, Freshservice, ManageEngine ServiceDesk Plus, Zendesk, SolarWinds Service Desk, SysAid). Key Responsibilities Serve as the first point of contact for end users via calls, emails, and service requests. Log and track incidents/service requests in ITSM/ticketing tools. Provide first-level troubleshooting and resolution for hardware, software, and network issues. Ensure timely updates and clear communication on incident status. Escalate unresolved issues to 2nd/3rd level support per escalation process. Collaborate with the Team Lead to improve support processes and service quality. Maintain professionalism in all user interactions. Participate in shift work and weekend duties as scheduled. Requirements Minimum 2 years of IT Service Desk / Helpdesk experience. Strong technical knowledge in Microsoft Exchange/Outlook and general IT troubleshooting. Familiarity with ITSM tools (e.g., ServiceNow, Remedy). Strong written and verbal communication skills. Ability to manage and prioritize multiple requests effectively. Certifications such as ITIL Foundation or CompTIA A+(advantage, not mandatory). Comfortable with rotational shift work and weekend commitments. Work Schedule 5-day work week, rotational basis (including weekends & public holidays). Shifts: 1st Shift: 8:00 AM – 5:00 PM 2nd Shift: 12:30 PM – 9:30 PM Off Days: 2 days per week (not always consecutive). Every ~1.5 months: one full weekend off. Additional Information Completion Bonus: Up to 1 month (based on performance & supervisor recommendation). Leave Entitlement: 14 days per year. Overtime Claims: Applicable if required. Application Process: If you possess the required skills and are ready to take on a dynamic role, we encourage you to apply. Share your resume at U3 Privacy policy for job applicants: When you apply, you voluntarily consent to the collection, use, and disclosure of your personal data for recruitment/employment and related purposes #J-18808-Ljbffr

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