Helpdesk Support Engineer | Contract

Key Responsibilities

• Monitor system alerts and identify abnormal system behavior or service disruptions.
• Diagnose, isolate, and troubleshoot incidents using established procedures and resolution guides.
• Manage the complete incident lifecycle, including ticket logging, tracking, escalation, resolution, and closure.
• Escalate complex issues to relevant support teams and follow through to resolution.
• Perform post-change system health checks to ensure system stability and service availability.
• Maintain accurate operational records and prepare reports for monitoring, analytics, and audit purposes.
• Review and validate operational procedures and support documentation, recommending improvements where appropriate.
• Adhere to documented work instructions, service management processes, and operational procedures.
• Collaborate with internal teams to ensure timely resolution of incidents and service requests.

Job Qualifications

• Education background in Information Technology, Computer Science, Engineering, or a related field.
• 4 - 7 years of experience in Helpdesk, Service Desk, IT Support, or Operations Support environments.
• Experience managing incident tickets throughout the full lifecycle, from creation and escalation to closure.
• Excellent troubleshooting and problem-solving skills with the ability to identify and resolve technical issues efficiently.
• Familiarity with system monitoring tools, incident management processes, and IT support operations.
• Good written and verbal communication skills with a customer-service-oriented mindset.
• Ability to follow documented procedures and work effectively in a structured operational environment.
• Comfortable working 12-hour rotating shifts, including weekends and public holidays.
• Ability to work independently as well as collaboratively within a team environment.

We respect your privacy and all communication will be treated with confidentiality. If you wish to know more about this position or explore other roles, please prepare your updated profile and get in touch with carolyn.mendoza@manpower.com.sg | Personnel Reg No.: R1105160 | EA License: 02C3423

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