IT Helpdesk Support (Paya Lebar & Woodlands)

Company Overview

Telistar is a One-Stop End-to-End Service Solutions Provider specializing in tailored service solutions that enhance profitability, productivity, efficiency, and control. We empower clients to focus on core business and achieve strategic objectives in a competitive market.

Job Summary

Provide on-site and remote L1/L2 support for end-user hardware and software, ensuring timely resolution of incidents and service requests while maintaining high customer service standards and meeting SLA targets.

Responsibilities

• Deliver on-site and remote L1/L2 support for end-user hardware including desktops, laptops, mobile devices, printers, MFDs, and VC equipment
• Support Microsoft Windows OS, Microsoft 365 (Office, Teams, Teams Voice), specialized CAD/Engineering applications (Autodesk, Bentley), and standard browsers and web-based business applications
• Troubleshoot and resolve hardware, software, and connectivity incidents, achieving an 80% first contact resolution (FCR) target
• Accurately fulfill service requests such as new user setups, software installations, and hardware moves
• Log all incidents and service requests in the ITSM tool (Manage Engine Service Desk Plus), ensuring all actions are tracked to meet P1/P2/P3 SLA requirements
• Perform automated software and patch deployments using ManageEngine Endpoint Central as directed
• Collaborate effectively with L2 Network, Security, and Server teams for escalated issues
• Maintain a positive, professional demeanor and deliver excellent customer service

Job Requirements

• Nitec, Higher Nitec or Diploma in Information Technology, Computer Science, Computer Engineering or a related discipline.
• Minimum 1–3 years of experience in IT helpdesk, desktop support, end-user computing or IT technical support.
• Good working knowledge of Windows 10/11, Microsoft 365, Outlook and Microsoft Teams.
• Experience troubleshooting desktops, laptops, printers and common office applications.
• Basic understanding of LAN, Wi-Fi, VPN, TCP/IP and network connectivity troubleshooting.
• Familiarity with Active Directory, user account administration and password resets.
• Knowledge of IT service management processes, incident management and SLA requirements.
• Strong troubleshooting, communication and customer service skills.
• Able to work independently and collaborate effectively with other IT support teams.
• Able to travel to Paya Lebar and Woodlands