IT Support/ Desktop Support

Your tasks

Provide desktop support by troubleshooting user incidents and service requests, resolving client platform issues, and maintaining clear communication to ensure timely resolution and excellent customer experience.

• Troubleshoot and resolve desktop support incidents and service requests for walk-in and onsite roaming users
• Diagnose and address client platform-related problems to restore functionality
• Respond promptly to escalated incidents, investigating root causes and providing temporary or permanent solutions
• Communicate timely status updates to relevant stakeholders throughout incident resolution
• Deliver a positive customer experience by managing interactions professionally and effectively
• Maintain ownership of cases by following up on reported issues until full resolution and documenting accurate information
• Manage customer expectations and escalate potential issues to Team Lead proactively
• Update and track incident progress diligently in the ticketing system to ensure transparency and accountability

Requirements

Preferred competencies and qualifications

• Experience supporting government agencies
• Experience supporting large user bases (100+ users)
• Ability to work effectively in a team environment

Other

Role: IT Support/ Desktop Support

• Working hours: Staggered 8.5-hour shifts between 7:30am and 9:00pm (SGT), Monday to Sunday, including Public Holidays