Help Desk Technician

2 weeks ago

Singapore UPNB INFO Full time $24,000 - $60,000 per year

Job Scope: Helpdesk / IT Support

Main Purpose:

To provide technical support and assistance to end users (employees, customers, or clients) who are experiencing IT-related issues with hardware, software, systems, or networks.

Key Responsibilities

  • Technical Support
  • Respond to user inquiries via phone, email, chat, or ticketing system.
  • Diagnose and troubleshoot hardware, software, and network issues.
  • Provide step-by-step solutions or escalate complex problems to higher-level support.
  • Incident Management
  • Log, track, and manage incidents and service requests in a helpdesk/ticketing system.
  • Prioritize and resolve issues based on urgency and impact.
  • Ensure timely follow-up and resolution.
  • System and Device Setup
  • Install, configure, and maintain PCs, printers, and mobile devices.
  • Set up user accounts, access permissions, and email configurations.
  • Software and Application Support
  • Support installation, updates, and troubleshooting of business applications.
  • Provide guidance on using common software tools (e.g., Microsoft 365, ERP systems).
  • Network and Connectivity
  • Assist users with internet, VPN, and Wi-Fi connectivity issues.
  • Coordinate with network or infrastructure teams for escalations.
  • Documentation & Reporting
  • Maintain knowledge base articles and troubleshooting guides.
  • Record incidents and resolutions for trend analysis and improvement.
  • Customer Service
  • Communicate clearly and professionally with users.
  • Ensure high levels of user satisfaction through courteous and effective support.

Required Skills & Qualifications

  • Technical skills:
  • Basic understanding of operating systems (Windows, macOS, Linux).
  • Familiarity with networking basics (IP, DNS, DHCP).
  • Experience with helpdesk ticketing systems (e.g., ServiceNow, Jira, Zendesk).
  • Knowledge of Microsoft Office and common enterprise software.
  • Soft skills:
  • Strong communication and problem-solving abilities.
  • Patience and empathy when dealing with frustrated users.
  • Good organizational and multitasking skills.

Job Type: Full-time

Pay: $2, $3,500.00 per month

Work Location: In person

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