Service Desk Support Analyst (L1/L2)

Service Desk Support Analyst (L1/L2) (Full Time)

Location In Singapore: Islandwide,one north

Salary(SGD): 2300 - 3100

Apply

Job Highlights:

Willing to work 12-hour rotating shifts in a 24x7 Service Desk environment; Able to work on weekends and public holidays based on the assigned shift roster; Must be comfortable working day and night shifts as part of the rotation.

Job Description:

• Provide Level 1 and Level 2 support across multiple communication channels including phone, email, collaboration platforms, and ITSM portals

• Take ownership of tickets escalated from AI-driven support tools and ensure timely resolution

• Troubleshoot issues related to user access, authentication, Microsoft 365 applications, VPN connectivity, endpoint software, and general network access

• Accurately log, categorize, and prioritize incidents and service requests within the ITSM system

• Monitor support queues and proactively manage workload to prevent SLA breaches

• Escalate complex cases to relevant resolver teams, vendors, or onsite support when required

• Utilize AI-assisted capabilities such as automated summaries, knowledge recommendations, and guided workflows

• Maintain detailed documentation and contribute to knowledge base improvements

• Support shift rotations and contingency coverage as operationally required

• Ensure compliance with internal security, audit, and data protection policies

Requirements:

• 1–2 years of IT Service Desk experience (3–5+ years for senior level consideration)

• Strong hands-on experience supporting Windows and macOS environments

• Good working knowledge of Microsoft 365, VPN technologies, browsers, and endpoint tools

• Basic understanding of Unix or Linux environments is advantageous

• Familiarity with ServiceNow or similar enterprise ITSM platforms

• Solid understanding of incident and request management processes

• Ability to manage ticket workflows effectively and maintain documentation standards

• Exposure to AI-enabled support tools or chatbot workflows is a plus

• Strong verbal and written communication skills

• Customer-centric approach with strong analytical and troubleshooting capability

Apply