Service Desk Agent

🌟 We're Hiring: Service Desk Agent! 🌟

We are looking for a dedicated Service Desk Agent to provide first-level IT support, handle incidents and service requests, monitor IT systems, and ensure timely resolution of issues. The ideal candidate should have good communication skills, a customer-focused attitude, and a willingness to work in a rotating shift environment.

📍 Work Location:Depot Road, Singapore

💼 Role:Service Desk Agent

⏰ Work Mode:12-Hour Rotating Shifts

What You'll Do:

📞 Respond to incoming enquiries, incidents, service requests, and alerts via calls, emails, webchat, and monitoring consoles

🛠️ Perform first-level troubleshooting across workplace systems, servers, networks, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems

🔐 Handle password resets and account unlock requests

🖥️ Monitor security events, server and network availability, and system performance

📋 Log, record, and manage all incidents and service requests in the service management system

🔄 Route unresolved issues to the appropriate higher-level support or resolver teams

📢 Send notifications to relevant stakeholders and provide timely status updates

✅ Follow up on escalated cases until closure within the agreed service-level agreements (SLAs)

📝 Ensure daily tasks are completed according to Standard Operating Procedures (SOPs)

What We're Looking For:

✅ High school diploma or equivalent

✅ Knowledge or experience in IT support is a major advantage

✅ Good troubleshooting and problem-solving skills

✅ Strong communication and coordination skills

✅ Willingness to work 12-hour rotating shifts

📩Interested candidates are welcome to apply!