IT Support/ Desktop Support

Role: IT Support/ Desktop Support

• Working hours: Staggered 8.5-hour shifts between 7:30am and 9:00pm (SGT), Monday to Sunday, including Public Holidays

Job Summary

Provide desktop support by troubleshooting user incidents and service requests, resolving client platform issues, and maintaining clear communication to ensure timely resolution and excellent customer experience.

Responsibilities

• Troubleshoot and resolve desktop support incidents and service requests for walk-in and onsite roaming users

• Diagnose and address client platform-related problems to restore functionality

• Respond promptly to escalated incidents, investigating root causes and providing temporary or permanent solutions

• Communicate timely status updates to relevant stakeholders throughout incident resolution

• Deliver a positive customer experience by managing interactions professionally and effectively

• Maintain ownership of cases by following up on reported issues until full resolution and documenting accurate information

• Manage customer expectations and escalate potential issues to Team Lead proactively

• Update and track incident progress diligently in the ticketing system to ensure transparency and accountability

Preferred competencies and qualifications

• Experience supporting government agencies

• Experience supporting large user bases (100+ users)

• Ability to work effectively in a team environment