SERVICE DESK EXECUTIVE (L1 Application & User Support)

Be the first point of support when users need help.

Join our L1 Service Desk team supporting users in a structured, essential and service-critical operational environment. You will be the first point of contact when users experience system or application issues - listening to the user, understanding the problem, performing first-level diagnosis using established procedures, recording the incident accurately, and ensuring it is followed through or escalated to the appropriate technical team.

This is an IT Service Desk and user-support role. It is not a hardware repair, coding, software development, server administration or infrastructure engineering position.

The IT element of the role lies in understanding user and application issues, applying structured L1troubleshooting, working with incident and service-request processes, following support procedures and knowledge resources, and coordinating escalation toL2/L3 or specialist technical teams. Training on client-specific systems, workflows and support procedures will be provided.

What You Will Do

i. Serve as the first point of contact for users through telephone, email and other approved support channels.

ii. Receive, understand, log, categorise and track incidents and service requests accurately.

iii. Perform first-level (L1) diagnosis and troubleshooting using established procedures, knowledge resources and support guides.

iv. Resolve common L1 user or application issues within your scope and escalate unresolved or more complex issues to the appropriate L2/L3 or specialist support teams.

v. Monitor open incidents and service requests, follow up on progress and help ensure timely resolution.

vi. Keep users informed clearly and professionally on the status and progress of their cases.

vii. Maintain accurate ticket records, operational logs and shift handover information.

viii. Coordinate with internal and external technical teams and other stakeholders where required.

ix. Follow established service levels, operating procedures, information-security requirements and quality standards.

x. Support operational reporting and related Service Desk activities as assigned.

Who We Are Looking For

1. NITEC, Higher NITEC, Diploma or equivalent qualification in Information Technology, Information Systems, Network & Systems Administration, Info-comm Technology, Business Information Technology, Digital Technology or a related IT discipline.
2. At least one (1) year of relevant experience in L1 Helpdesk, Service Desk, Application Support, IT User Support, Technical Support or a similar structured support environment.
3. Experience dealing with users and providing support in a service or operational environment.
4. Good spoken and written English, with the ability to explain matters clearly, calmly and patiently.
5. Good analytical and problem-solving ability, with a systematic approach to understanding user issues.
6. Customer-focused, with a strong sense of ownership and accountability for incidents and service requests.
7. Able to manage multiple tasks and priorities while following established procedures and service standards.
8. Able to work independently and contribute positively within a team environment.
9. Willing to work on scheduled 12-hour rotating shifts, including weekends and public holidays.

Basic Knowledge Relevant to the Role

• IT Service Management (ITSM) and Service Desk / Helpdesk operations
• Incident and service-request handling
• Basic application and user troubleshooting
• Ticket logging, follow-up and escalation processes
• User access and account-related support concepts
• General understanding of how IT systems and applications support business operations

You do not need programming, hardware-repair, server-administration or infrastructure-engineering experience for this role.

You May Be a Good Fit If You...

• Enjoy helping users and working through problems in a calm and systematic manner.
• Can communicate confidently with users, including when they are frustrated or under operational pressure.
• Are comfortable following SOPs, knowledge guides and defined escalation procedures.
• Take ownership of incidents and do not regard an issue as finished simply because it has been escalated.
• Keep accurate records and understand the importance of good ticket and handover documentation.
• Work well with colleagues and other technical teams in a structured support environment.
• Are dependable and comfortable working as part of a rotating-shift operation.

What We Offer

• Salary of S$2,500 – S$3,400per month, commensurate with relevant qualification and experience.
• Shift allowances and operational incentive.
• Contract completion recognition for eligible employees.
• On-job-training on client-specific systems, workflows and operating procedures.
• Exposure to large-scale, structured IT Service Desk operations.
• Opportunity to strengthen practical Service Desk, application-support and incident-management competencies.
• Supportive team environment and guidance.

Deployment for this role is subject to applicable operational and security-clearance requirements.