IT Support Analyst L1/L2

IT Support Analyst (L1/L2)

We are looking for a proactive and customer-focused IT Support professional to join Our Client Service Desk Team – Global Pharmaceutical Company . The successful candidate will play a key role in delivering responsive support, maintaining service quality standards and user experience.

Key Responsibilities

• Provide Level 1 and Level 2 support across multiple communication channels including phone, email, collaboration platforms, and ITSM portals
• 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
• Monitor support queues and proactively manage workload to prevent SLA breaches
• Escalate complex cases to relevant resolver teams, vendors, or onsite support when required
• 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

• 2–4 years of IT Service Desk experience
• 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
• Strong verbal and written communication skills
• Customer-centric approach with strong analytical and troubleshooting capability
• Able to travel to Tuas Biomedical Park