IT Help Desk

3 days ago

Singapore KRIS INFOTECH PTE. LTD. Full time $40,000 - $60,000 per year

Job Description:

User Support & Incident Handling:

  • Provide first-level IT support via phone, email, and chat.
  • Log, categorize, and prioritize incidents and service requests using ServiceNow.
  • Perform initial diagnosis and resolve or escalate issues according to ITIL processes.
  • Monitor ticket queues and ensure timely resolution in line with SLAs.
  • Maintain clear communication with users throughout the support lifecycle.

Knowledge & Documentation:

  • Update and maintain internal knowledge base articles.
  • Document troubleshooting steps and resolutions for future reference.
  • Contribute to continuous improvement of support documentation and workflows.

IT Provisioning & Access Management:

  • Install and configure software and basic hardware.
  • Set up network access, printers, and shared resources.
  • Manage user permissions and license allocations.
  • Ensure compliance with internal security and access policies.

Collaboration & Process Improvement:

  • Work closely with other IT teams to resolve complex issues.
  • Participate in service improvement initiatives and feedback loops.
  • Support audits and reporting related to ITIL processes and SLA metrics.

Requirements:

  • Bachelor's degree in any relevant field.
  • Minimum 1 year of experience in IT Help Desk or IT Support.
  • Maintain and update knowledge base articles.
  • Ensure compliance with SLAs and ITIL processes (Incident, Request, Problem Management).
  • Collaborate with other IT teams to ensure seamless service delivery
  • Proficient in PC operating skills on windows (outlook, word, excel, internal application software and etc) and iPad on iOS.

Preferred Skills and Experience:

  • ITIL Foundation certification.
  • Experience working on multinational projects or in global teams.

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