1,662 Help Desk Agent jobs in Singapore

Service Desk & Infrastructure Engineer (with systems & firewall experience)

Working Hours: 9:00 AM – 6:00 PM, Monday to Friday (5-days workweek)

Location: Roaming based on request. (Singapore)

Salary: $2,600 - $5,000 per month

Probation Period: 6 months (can be shortened based on performance)

Core Responsibilities

• Provide Tier 1–2 support via service desk for hardware, software, and networking issues
• Install, configure, and manage servers (Windows Server, Active Directory, DNS, etc.)
• Maintain and monitor firewall configurations (e.g., Fortinet, Cisco ASA, Palo Alto)
• Support backup and disaster recovery systems
• Implement system patches, upgrades, and security policies
• Manage user permissions, access controls, and MFA systems
• Document incidents, changes, and infrastructure procedures
• Assist in infrastructure projects (on-premises or cloud migrations, etc.)

Required Skills

1. Windows Server administration (AD, DHCP, DNS, Group Policy)
2. Experience with firewalls (configuration, troubleshooting, policies)
3. Knowledge of networking protocols (TCP/IP, VPNs, VLANs)
4. Virtualization platforms (VMware, Hyper-V)
5. Backup and recovery tools (Veeam, Acronis, etc.)
6. Endpoint protection and patching tools
7. ITIL practices and ticketing systems (ServiceNow, Jira, etc.)
8. Strong troubleshooting skills for both hardware and software issues.
9. Basic knowledge of Windows and macOS environments, as well as common business applications.
10. Good communication skills, especially able to support Chinese-speaking clients or users.
11. Ability to work independently and as part of a team.
12. Require to travel to different client sites to deliver technical support and services. (Depends on tickets)

Certifications (Nice to Have)

1. CompTIA Network+ / Security+
2. Microsoft Certified: Azure Fundamentals or similar
3. Cisco CCNA (especially for firewall/networking-heavy roles)
4. Fortinet NSE certifications
5. ITIL Foundation

EA Personnel Name: Jack

EA Personnel No: R

EA License No: 16C8004

• Shift Work: Yes (12-hour shifts)
• 24 x 7 Standby: No

• Microsoft Office 365

• Microsoft Windows
• ITIL IT Service Management

• Provide first-level IT support and troubleshooting for end users.
• Handle incidents, service requests, and escalate issues as necessary.
• Ensure proper documentation of cases in ticketing systems.
• Follow ITIL best practices in service management.
• Deliver timely and effective resolution within agreed SLAs

Job description:

Job Title: Service Desk Agent (12-hour Shift)

Work Schedule

• Shift Work: Yes (12-hour shifts)
• 24 x 7 Standby: No

Mandatory Skills

• Microsoft Office 365

Preferred Skills

• Microsoft Windows
• ITIL IT Service Management

Job Description

• Provide first-level IT support and troubleshooting for end users.
• Handle incidents, service requests, and escalate issues as necessary.
• Ensure proper documentation of cases in ticketing systems.
• Follow ITIL best practices in service management.
• Deliver timely and effective resolution within agreed SLAs

Job description:

Job Title: Service Desk Agent (12-hour Shift)

Work Schedule

• Shift Work: Yes (12-hour shifts)
• 24 x 7 Standby: No

Mandatory Skills

• Microsoft Office 365

Preferred Skills

• Microsoft Windows
• ITIL IT Service Management

Job Description

• Provide first-level IT support and troubleshooting for end users.
• Handle incidents, service requests, and escalate issues as necessary.
• Ensure proper documentation of cases in ticketing systems.
• Follow ITIL best practices in service management.
• Deliver timely and effective resolution within agreed SLAs

Position Summary

The Service Hub division at BCS provides operational support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, operational reporting, secure certificate management, timely issue resolution and service processing, as well as operational excellence.

The Service Desk Support will be the first point of contact for external institutional users and will be responsible for managing the service desk and providing crucial support in ensuring effective incident management, timely communication with participants and schemes owners, and efficient processing of service requests. The individual is responsible for ensuring round-the-clock support to maintain operational continuity for critical payment systems, coordinating release notifications and activities, and upholding service quality standards in alignment with organisational and regulatory requirements.

Key Responsibilities

Service Desk & Customer Experience

• Manage service desk operations, ensuring delivery of excellent and consistent customer service across all touch points, including emails and phone
• Serve as the primary point of contact for customer inquiries and requests, resolving issues efficiently and escalating as necessary
• Collaborate with IT and vendors to provide timely and accurate advice to customers
• Manage incident resolution, leveraging experience with ServiceNow ITSM and CSM platforms
• Ensure all incident root cause analysis and downtime resolutions are tracked and reported, providing updates to relevant stakeholders (e.g., SCHA)

Incident and Service Request Management

• Handle participants' service incidents and requests across CTS, FAST, IBG, PayNow, and Cross-Border services
• Ensure all incidents and enquiries are logged, tracked, and resolved within the agreed Service Level Agreements (SLAs)
• Ensure clear and timely communication of Root Cause Analysis (RCA) and resolution of incidents to participants and schemes

Release Notifications and Coordination

• Ensure timely notifications to participants on all upcoming UAT and production releases
• Coordinate release activities with all stakeholders to ensure smooth implementation

Requirements

Education and Experience

• Diploma or Bachelor’s degree in Operations Management, Business Administration, or any related field
• Minimum one year of experience in service desk management or IT operations, preferably within the payment or financial services industry
• Demonstrated success in handling incident management, root cause analysis, and service request fulfillment
• Prior experience working in 24/7 operational environments is preferred

Skills and Knowledge

• Good understanding of payment systems such as Cheques, Funds Transfer, Interbank GIRO, PayNow, and Cross-Border services
• Strong communication skills, with the ability to convey information clearly and effectively to both internal (e.g. L2/L3 Tech Teams) and external stakeholders (e.g., participants, scheme owners)
• Knowledge of regulatory and compliance requirements related to payment systems is an advantage

Overview

The BCS Service Hub division at BCS provides operational support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, operational reporting, secure certificate management, timely issue resolution and service processing, as well as operational excellence.

The Service Desk Support will be the first point of contact for external institutional users and will be responsible for managing the service desk and providing crucial support in ensuring effective incident management, timely communication with participants and schemes owners, and efficient processing of service requests. The individual is responsible for ensuring round-the-clock support to maintain operational continuity for critical payment systems, coordinating release notifications and activities, and upholding service quality standards in alignment with organisational and regulatory requirements.

• Manage service desk operations, ensuring delivery of excellent and consistent customer service across all touch points, including emails and phone.
• Serve as the primary point of contact for customer inquiries and requests, resolving issues efficiently and escalating as necessary.
• Collaborate with IT and vendors to provide timely and accurate advice to customers.
• Manage incident resolution, leveraging experience with ServiceNow ITSM and CSM platforms.
• Ensure all incident root cause analysis and downtime resolutions are tracked and reported, providing updates to relevant stakeholders (e.g., SCHA).

• Handle participants' service incidents and requests across CTS, FAST, IBG, PayNow, and Cross-Border services.
• Ensure all incidents and enquiries are logged, tracked, and resolved within the agreed Service Level Agreements (SLAs).
• Ensure clear and timely communication of Root Cause Analysis (RCA) and resolution of incidents to participants and schemes.

• Ensure timely notifications to participants on all upcoming UAT and production releases.
• Coordinate release activities with all stakeholders to ensure smooth implementation.

• Diploma or Bachelor’s degree in Operations Management, Business Administration, or a related field.
• Minimum of 1 year of experience in service desk management or IT operations, preferably within the payment or financial services industry.
• Demonstrated success in handling incident management, root cause analysis, and service request fulfillment.
• Prior experience working in 24/7 operational environments is preferred.

• Good understanding of payment systems such as Cheques, Funds Transfer, Interbank GIRO, PayNow, and Cross-Border services.
• Strong communication skills, with the ability to convey information clearly and effectively to both internal and external stakeholders.
• Knowledge of regulatory and compliance requirements related to payment systems is an advantage.

• Associate

• Full-time

• Information Technology

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Team and Position Summary

The BCS Service Hub division at BCS provides operational support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, operational reporting, secure certificate management, timely issue resolution and service processing, as well as operational excellence.

The Service Desk Support will be the first point of contact for external institutional users and will be responsible for managing the service desk and providing crucial support in ensuring effective incident management, timely communication with participants and schemes owners, and efficient processing of service requests. The individual is responsible for ensuring round-the-clock support to maintain operational continuity for critical payment systems, coordinating release notifications and activities, and upholding service quality standards in alignment with organisational and regulatory requirements.

Service Desk & Customer Experience

• Manage service desk operations, ensuring delivery of excellent and consistent customer service across all touch points, including emails and phone.
• Serve as the primary point of contact for customer inquiries and requests, resolving issues efficiently and escalating as necessary.
• Collaborate with IT and vendors to provide timely and accurate advice to customers.
• Manage incident resolution, leveraging experience with ServiceNow ITSM and CSM platforms.
• Ensure all incident root cause analysis and downtime resolutions are tracked and reported, providing updates to relevant stakeholders (e.g., SCHA).

Incident and Service Request Management

• Handle participants' service incidents and requests across CTS, FAST, IBG, PayNow, and Cross-Border services.
• Ensure all incidents and enquiries are logged, tracked, and resolved within the agreed Service Level Agreements (SLAs).
• Ensure clear and timely communication of Root Cause Analysis (RCA) and resolution of incidents to participants and schemes.

Release Notifications and Coordination

• Ensure timely notifications to participants on all upcoming UAT and production releases.
• Coordinate release activities with all stakeholders to ensure smooth implementation.

• Diploma or Bachelor’s degree in Operations Management, Business Administration, or a related field.
• Minimum of 1 year of experience in service desk management or IT operations, preferably within the payment or financial services industry.
• Demonstrated success in handling incident management, root cause analysis, and service request fulfillment.
• Prior experience working in 24/7 operational environments is preferred.

• Good understanding of payment systems such as Cheques, Funds Transfer, Interbank GIRO, PayNow, and Cross-Border services.
• Strong communication skills, with the ability to convey information clearly and effectively to both internal (e.g. L2/L3 Tech Teams) and external stakeholders (e.g., participants, scheme owners).
• Knowledge of regulatory and compliance requirements related to payment systems is an advantage.

Banking Computer Services Pte Ltd (a subsidiary of Network for Electronic Transfers (Singapore) Pte Ltd)

Responsibilities

• Monitor enterprise IT networks and server systems
• Act as a single point of contact to customers/users, resolver groups, third party service providers and other departments
• Respond to hotline calls and e-mails within agreed timescales
• Take ownership of incidents/service requests reported by users, track the incidents/service requests, to ensure closure within agreed timescales
• Maintain documentation and comprehensive records of issues and problems

Join to apply for the Service Desk Analyst role at Michael Page .

Benefits include:

• Cross-Functional Collaboration Opportunities
• Potential Career Growth and Development

About Our Client

The hiring organisation is a medium-sized insurance provider known for leveraging technology to deliver innovative solutions. Their technology department focuses on providing robust and efficient IT support to ensure seamless operations.

Job Description

• Respond promptly to IT support requests from internal users via phone, email, or ticketing system.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Escalate unresolved issues to the appropriate teams when necessary.
• Maintain detailed records of user interactions and resolutions in the ticketing system.
• Provide guidance and advice to users on best practices and IT policies.
• Support the setup, configuration, and maintenance of end-user devices and applications.
• Assist in creating and updating technical documentation for internal use.
• Contribute to continuous improvement initiatives within the technology department.

The Successful Applicant

A successful Service Desk Analyst should have:

• A strong understanding of IT systems, including hardware, software, and networks.
• Experience working in a customer-focused IT support role, ideally within the insurance industry or similar sectors.
• Familiarity with IT ticketing systems and troubleshooting tools.
• Excellent communication and interpersonal skills.
• A proactive approach to problem-solving and the ability to work independently.
• A commitment to delivering high-quality support and user satisfaction.

What's on Offer

• Temporary position offering valuable experience within the insurance technology sector.
• Opportunity to work with a supportive and professional team.
• Gain exposure to innovative IT systems and processes.

If you are a motivated Service Desk Analyst looking to enhance your skills within the insurance industry, we encourage you to apply today!

Contact: Meenal Sharma (Lic No: R / EA no: 18C9065)

Quote job ref: JN-

Michael Page International Pte Limited, company number N, operates under EA Licence Numbers 18S9099 and 18C9065.

• Industries IT Services and IT Consulting, Computer and Network Security, Software Development