Help Desk Support Engineer (L1)

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.