IT Service Desk Agent
Summary
Provide first-level IT support via calls, email, and chat, troubleshoot systems like Microsoft 365 and networks, and manage cases in a service desk system.
Company Overview
The client is headquartered in Singapore with offices in USA, Malaysia and India, partnering with multinational companies to deliver advanced technology and business process outsourcing solutions focused on customer satisfaction and long-term success.
Job Summary
You will provide first-level IT support by responding to enquiries and incidents across multiple channels, performing troubleshooting, monitoring system performance, and managing cases to ensure timely resolution within service agreements.
Responsibilities
- Respond promptly to enquiries, incidents, requests, and alerts via call, email, webchat, EUP, IVR, and monitoring consoles
- Perform first-level troubleshooting on supported systems including Workplace, Server, Network, Microsoft 365, Secure Access Service Edge, and Point of Sale to resolve issues efficiently
- Monitor security events to identify and escalate potential threats
- Track server and network availability and performance to maintain system reliability
- Reset and unlock user passwords to restore access securely
- Analyze logs and route unresolved issues to higher-tier or resolver teams for further action
- Record and manage all transactions and cases accurately in the Service Management System
- Broadcast notifications to relevant parties to keep stakeholders informed
- Provide timely status updates and follow up on escalated cases until closure within agreed service levels
- Execute daily tasks in compliance with Standard Operating Procedures to ensure consistent service quality
Required competencies and certifications
- High school diploma or equivalent
Preferred competencies and qualifications
- Experience or knowledge in IT support is a major plus
Other Information
- 12 hours rotating shift