Location: Singapore (Onsite)
Employment Type: 12-Month Contract
About the Role
We are looking for a customer-oriented and proactive IT Helpdesk Executive to provide first-level application support for enterprise HR systems. You will be responsible for managing helpdesk operations, resolving technical issues, supporting end users, and ensuring service requests are handled efficiently while delivering an excellent user experience.
This role is ideal for candidates with experience in IT helpdesk, application support, or SAP HCM who enjoy troubleshooting system issues and working closely with users in a dynamic environment.
Key Responsibilities
- Respond to user enquiries via phone, email, and the helpdesk ticketing system.
- Log, categorise, track, and resolve incidents and service requests in accordance with service level agreements (SLAs).
- Investigate, troubleshoot, and resolve application-related issues, escalating complex cases when necessary.
- Provide timely support using knowledge base articles, FAQs, and standard operating procedures.
- Create, maintain, and enhance helpdesk documentation, including user guides, FAQs, troubleshooting guides, and knowledge articles.
- Analyse recurring issues and prepare Helpdesk Query Analysis Reports with recommendations to improve system performance and reduce repeat incidents.
- Assist in retrieving information and reports to support audit enquiries and operational requirements.
- Communicate system maintenance, downtime, software updates, and enhancement notices to users.
- Review and recommend improvements to helpdesk processes and support procedures.
- Collaborate with technical teams and stakeholders to ensure prompt issue resolution and continuous service improvement.
- Diploma or Degree in Computer Science, Information Technology, Information Systems, Engineering, or a related discipline.
- Minimum 2 years of experience in IT Helpdesk, Application Support, Technical Support, or Service Desk roles.
- Experience supporting SAP HCM ERP is highly preferred.
- Experience supporting MINDEF/SAF HR systems or projects will be an added advantage.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent verbal and written communication skills.
- Customer-focused with a proactive approach to resolving technical issues.
- Able to manage multiple priorities while working effectively both independently and within a team.
Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.
Cheah Wei Ee
Team Lead - Contracting
EA Personnel No: R23114782
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248