We are looking for Help Desk Support Engineer (L1) in Singapore. You will be working
in Singapore business hours from 8 AM to 5 PM
- 1-4 Years of experience in technical support / service desk
- The individual Service Desk analyst will provide level 1 IT Service Desk support
- Log, categorize, and prioritize incidents and service requests accurately in ITSM platform ServiceNow
- Provide support to end users via phone, chat, email or web
- Ability to diagnose and resolve common hardware/software/network issues
- Familiarity with Windows, MacOS
- Use remote support tools (e.g., Microsoft Teams, Bomgar, RDP) to guide users and resolve issues efficiently.
- Proficiency in troubleshooting tools like Outlook, Word, Excel, and Teams
- Experience with service management tools (e.g., ServiceNow, Jira, Zendesk, Freshdesk)
- Clear Communication Skills and Customer Service Focus
- Hands-on experience with ITSM/ticketing system ServiceNow
- Familiarity with remote troubleshooting tools and techniques
- Strong technical aptitude: Basic knowledge of Windows Devices, Mac OS (Apple devices), Microsoft Office Suite, VPN, printers, and basic networking.
- Adhere to ITIL-aligned processes such as Incident Management, Request Fulfillment, and Access Management.
- Proficiency in Mandarin (spoken and written) is required as this role supports Mandarin-speaking end users across Mandarin-speaking regions. The Help Desk Agent will handle calls, emails, and technical documentation exclusively in Mandarin.
Preferred (Nice to Have):
- ITIL Foundation certification.
- Familiarity with AVD, Citrix, or virtual desktop environments.