Contract Duration: 1 year
Work Location: Central (Onsite)
Eligibility: Local / PR candidates only
Overview
We are looking for an onsite L1 Support / Service Desk Analyst to serve as the primary point of contact for internal and external users. You will manage inquiries and issues, coordinate with L2 Support for resolution, and help ensure service levels and performance targets are consistently met. This role also includes administrative and reporting responsibilities to support continuous service improvement.
Key Responsibilities
- Act as the primary point of contact for inquiries and issues raised by both internal and external users.
- Ensure client and stakeholder satisfaction by minimizing rework and meeting deliverable requirements, service levels, and performance targets.
- Step in as a backup resource during contingency situations to ensure continuity of operations.
- Participate in periodic reviews of ticket updates from L2 Support; follow up to ensure timely updates and resolutions in line with SLA timelines.
- Perform administrative duties, including preparing ad-hoc reports by gathering, interpreting, and analyzing data to provide actionable insights for process improvement.
- Prior experience in a service desk / L1 support / customer support role (IT environment preferred).
- Familiarity with ticketing systems and SLA-driven support processes.
- Strong communication and stakeholder management skills (written and verbal).
- Detail-oriented with good follow-up discipline and ability to manage multiple tickets/tasks.
- Comfortable with reporting and basic data analysis (e.g., Excel).
How to Apply: Interested applicants, please click on the “Apply Now” to submit your updated resume.
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.
Ahmad Ilyas bin Azhari
Consultant – IT & Digital
EA Personnel No: R24123184
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248