Service Desk Support Analyst (L1/L2)
Must-have:Security
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