Service Desk Agent

6 days ago

Singapore ACHIEVE TECHNOLOGY ASIA PACIFIC PTE LTD Full time $40,000 - $60,000 per year

As a Service Desk Analyst, you will be the face and voice of our company, providing crucial first-level technical support to our users. You will play a key role in diagnosing and resolving IT incidents, ensuring minimal disruption, and delivering an exceptional customer service experience. This role is perfect for a problem-solver who thrives in a dynamic, fast-paced environment.

Key Responsibilities
  • First Point of Contact: Serve as the primary contact for all incoming IT queries and incidents via phone and email, ensuring a professional and timely response.
  • Incident Resolution & Management: Perform first-level troubleshooting to achieve a high rate of First Call Resolution (FCR). Log, classify, prioritize, and track all incidents accurately in the service management system.
  • Escalation Management: Efficiently escalate complex incidents to second-level support teams with comprehensive documentation, following established procedures.
  • Customer Communication: Take ownership of user issues, providing regular and proactive updates on the status and progress of their tickets until final resolution.
  • Service Level Adherence: Work within defined Service Level Agreements (SLAs) to meet key performance indicators for response and resolution times.
  • Team Collaboration: Identify and alert team leads to emerging trends or surges in specific incident types, contributing to overall service improvement.
What We're Looking For (Qualifications & Experience)
  • Education: Minimum Higher Nitec in Information Technology, Computer Science, or a related field.
  • Experience: At least 1 year of hands-on experience in a technical support role such as:

IT Service Desk / Help Desk

Desktop Support

End-User Computing Support
- Technical Proficiency:

Required: Strong practical knowledge of Microsoft Office 365 and its applications.

Core Skills: Experience with Microsoft Windows OS , Active Directory (user account administration), and MS Outlook configuration and support.

Highly Valued: Familiarity with ITIL foundational concepts and experience supporting mobile devices (iOS/Android).
- Personal Attributes:

Excellent communication and customer-facing skills.

Strong analytical and problem-solving abilities.

Ability to work independently and as part of a team in a shift-based environment.

Proactive, patient, and empathetic with a genuine desire to help others.

  • Service Desk Agent

    6 hours ago

    Singapore RAPSYS TECHNOLOGIES PTE. LTD. Full time

    Job Title: Service Desk Agent (12 Hours Shift Job)Job Responsibilities: The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are...

  • Service Desk Agent

    2 days ago

    Singapore U3 INFOTECH PTE. LTD. Full time

    Job Title: Service Desk Agent (12-hour Shift)Work Location: Ang Mo Kio Budget: Up to $3,100 per month Openings: 6 positions Duration: 1-year assignment (renewable subject to performance & business needs)Position Summary We are seeking Service Desk Agents to join our team tagged to a large scale IT Company. You will provide IT support in a 12-hour rotating...

  • Front Desk Agent

    1 week ago

    Singapore YTL CEMENT TERMINAL SERVICES PTE. LTD. Full time

    YTL CEMENT TERMINAL SERVICES PTE. LTD. is hiring a Full time Front Desk Agent role in Jurong East, Singapore. Apply now to be part of our team. Requirements for this role: Looking for candidates available to work: Mon morning Mon afternoon Mon evening Tue morning Tue afternoon Tue evening Wed morning Wed afternoon Wed evening Thu morning Thu afternoon Thu...

  • Service Desk Agent St-fnc220921 004/01

    2 weeks ago

    Singapore Xcellink Pte Ltd Full time

    **The Company**: A multinational information technology and electronics company. **The Role**: As a Service Desk Agent, you will be responsible for the following: The broad area of your job responsibilities will cover the following: - Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per...

  • Service Desk Engineer

    3 days ago

    Singapore Rapsys Technologies Full time

    The service desk agent is responsible for providing assistance to end users with technical issue and service requests. As the first point of contact, they help users resolve problems related to hardware, software, and network issues. Service desk agents utilize IT service management (ITSM) tools to log all incoming inquiries, track their progress, and ensure...

  • Service Desk Agent

    2 days ago

    Singapore MASTERS CAREER CONSULTANCY PTE. LTD. Full time

    **Location**:Educational Institute near Upp Changi MRT Station **Working Hours**: - Monday to Friday: 8:00 AM to 6:00 PM - 1 or 2 Saturdays per month: 8:30 AM to 1:00 PM (depending on rotation) **Scope of Services**: - Escalate, track, and resolve all incident/service requests/problems professionally and in a timely manner. - Provide onsite support as...

  • Service Desk Agent

    2 weeks ago

    Singapore Alphaeus Pte Ltd Full time

    Key Responsibilities & Results Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly Perform first level troubleshooting on all reported incidents and elevate incidents to 2nd level resolver groups as per work instructions Furnish and submit timely updates to customers on the...

  • Service Desk Agent

    7 days ago

    Singapore Masters Career Consultancy Pte Ltd Full time

    Work Location Educational Institute near Upp Changi MRT station Working Hours Monday to Friday (8.00 am to 6.00 pm) + 1 or 2 Saturdays (8.30 am to 1.00 pm) per month depending on rotation. Salary Up to $2800 (subject to qualification & relevant working experience)Scope of Services Provide 1st Level Technical Support to users over phone on technical issue or...

  • Service Desk Engineer

    4 days ago

    Singapore AXPARA SOLUTIONS PTE. LTD. Full time

    Job Title : Service Desk Engineer (Field Support, Concierge and Service Desk)Location : Singapore Reports to : Service Desk Lead Engineer (Tech / Tech Infra & Ops)Working Hours : Shift Working Hours (24X7) including weekend and public holidays A. Overall Purpose Of The Job As a member of the Service Desk team, this position serves as a single point of...

  • Service Desk Agent

    7 days ago

    Singapore ITCAN Full time

    Roles Descriptions - The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner) Job Descriptions - Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions. -...