821 Help Desk Agent jobs in Singapore

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

We’re searching for a Service Desk Manager to be part of our diverse team of talent here at NCS!

Job Summary

Manage Service Desk team to deliver flawless customer service in managing incident restoration and service level agreements and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to.

Job Responsibilities

• Manage the Service Desk and staff to provide 1st level technical support;
• Answering support queries via the telephone, emails using remote desktop tools or should the need arise attendance to users place of work.
• Act as a further escalation point for unresolved or escalated cases.
• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
• Report to SD managers on any issue that could significantly impact the business
• Take overall responsibility for incident management and request fulfilment (if any).
• Ensure staff take ownership of user problems and be proactive when dealing with user issues.
• Ensure all calls and emails are logged in the Service Desk logging system.
• Allocate more complex calls and emails to the relevant IT Support member.
• Arrange for external technical support where problems cannot be resolved within L1
• Manage Service Quality Assessment and Coach the agents on proper handling approaches.
• Provide Domain Training to new joiners.

Requirements

• 7 years of end-user support experience, desktop or technical service desk.
• 5 years of experience leading a service desk team
• To have the in-depth technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
• Familiar with Service Desk day to day Operation.
• Preferably with ITIL 4 Foundation certification
• Experience in Situational Management to provide Adhoc instructions to the team.
• Experience in Gap Analysis, Productivity, Call/Incident Trending.
• Experience in managing Complaints.
• Experience in Service Level Agreement (SLA) Reports, Service Improvement Opportunities.

We are driven by our AEIOU beliefs - Adventure, Excellence, Integrity, Ownership, and Unity - and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen .

Learn more about us at ncs.co and visit our LinkedIn career site.

A global professional services firm is seeking a Service Desk Analyst to join its Singapore office in a regional support capacity. The role involves delivering first-line and occasional second-line IT support across the firm's global infrastructure, ensuring consistent and professional service to staff and clients.

Responsibilities

In this position, you will deliver both telephone and deskside IT support, manage service requests and incidents via logging systems, and collaborate with global IT teams to ensure prompt issue resolution. You'll maintain clear communication with users, contribute to ITIL-aligned processes such as change, release, and problem management, participate in a scheduled shift rotation, and support the development of team capabilities.

Requirements

You should have a minimum of 4 years of IT support experience, including at least 3 years in a first-line support role. Strong customer service and soft skills are essential, along with proficiency in Windows 10, Microsoft Office, VPN, and Citrix. Experience with Active Directory, Remote Exchange Console, and ITIL practices is required. Familiarity with professional services environments would be advantageous.

If this job isn't quite right for you, but you know someone who would be great at this role, why not take advantage of our referral scheme? We offer SGD1,000 or SGD350 in shopping vouchers for every referred candidate who we place in a role. Terms & Conditions Apply.

Job Summary:

Provides troubleshooting activities for Service Desk Support. Candidate should have exceptional customer service skills and the ability to work with internal and external clients to support and promote IT policies and methodologies.

Principle Responsibilities:

Service Desk Support members are expected to work on their tickets, starting with Critical, to the point of resolution to ensure continuity of care for each ticket request regardless of region. If advanced assistance is required to resolve the issue the Service Desk Support member may escalate the ticket to an Infrastructure Team accordingly. Ensures help tickets that are assigned are worked promptly and closed within the SLA, whenever possible. Emphasis on customer communications via phone, chat and/or service desk tool.

Responsibilities Tech Level 2:

● Advanced Troubleshooting: Investigate and resolve issues that require deeper technical understanding, including software conflicts, system errors, or advanced hardware problems.

○ Examples: Operating system crashes, complex application errors, network troubleshooting, or hardware failures that require diagnostics beyond basic checks.

● Escalation Management: Take ownership of tickets diagnose the problem, and apply appropriate fixes or workarounds.

● Software Configuration: Install, configure, and troubleshoot more complex software applications, databases, or enterprise-level tools.

● Remote and Onsite Support: Provide both remote troubleshooting and on-site support for more complex hardware issues.

● Specific Project work in regard to Refresh or special projects assigned to SDS.

● Ensures tickets assigned are worked promptly and closed within the SLA whenever possible.

● Emphasis on customer communications via phone, chat and/or service desk tool.

● Responsible for ensuring that support requests are responded to in a timely fashion.

● Adjusts ticket priority accordingly to conform with SLA definitions

● Responsible to research, investigate and provide solutions, or work-around to end user.

● Responsible to escalate issues to an Infrastructure Team if no work-around exists

● Responsible to provide recommendations and implement solutions to reduce or eliminate issues and call volumes.

● To further develop and provide outstanding Service Desk Support for PSA BDP's internal and external customers.

● To analyze, research and answer customer questions in a timely and high-quality manner.

● To research and help resolve customer-reported issues in a timely and high-quality manner.

● To assist the Infrastructure Team with application problem identification and testing.

● To fully endorse, support and enforce IT policies and procedures with PSA BDP's internal and external customers.

● To facilitate and assist with submission of IT Requests by internal and external customers based upon hardware issues/problems and changing and/or new business requirements.

● To design, develop and maintain comprehensive hardware test plans and test scripts.

● To assist Infrastructure with "release-oriented testing" (i.e. monthly, quarterly, per scheduled release) for new hardware releases.

● To assist Infrastructure with "random regression testing" (i.e. random, occasional, ongoing) to ensure proper ongoing functionality.

● Participate in IT projects/enhancements when required

● Responsible for after-hours and weekend support as needed.

Behavioral Skills:

● Takes accountability and ownership.

● Possesses strong willingness and drive to succeed.

● Outstanding customer service skills.

● Ability to work well within a team environment as well as possess the desire and ability to be a significant contributor to the team's overall success.

● Possess an outgoing, energetic personality.

● Demonstrates a can-do and positive attitude.

● Ability and desire to establish rapport with customers.

● Experience multi-tasking in a highly faced-paced environment.

● Excellent problem-solving skills.

● Excellent oral and written communication skills.

● Ability to maintain confidentiality.

● Demonstrates enthusiasm and commitment to the position and values of the company.

Experience and Skills Required:

● Possess excellent, strong organizational, analytical skills and strong communication skills (formal and informal English, oral and written). Additional languages are a plus.

● Good ability to interface well with desk-level, mid-level and senior management personnel both internally to PSA BDP as well as in customer and partner organizations.

● Possess good and/or working proficiency in Microsoft Office including Word and Excel.

● Familiarity with IT ticketing systems and concepts is a plus.

● Be adaptive, flexible with respect to work schedule.

● Driven individual, with the ability to work as a team and partake as a team player.

● Experience with system diagnostics, repairs, and troubleshooting tools.

● Strong problem-solving and analytical skills

● Ability to use and manage remote desktop tools for problem resolution.

● Ability to prioritize

Physical Capabilities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Position is sedentary, and no unusual physical requirements are necessary to perform daily tasks. While performing the duties of this job, the employee frequently is required to sit, stand, walk, bend, reach with hands and arms, vision abilities, hear, speak and read. The employee is regularly required to use but is not limited to computer, fax machine and phone. The employee must occasionally lift and/or move up to 10 pounds.

• Manage the Service Desk and staff to provide 1st level technical support;
• Answering support queries via the telephone, emails using remote desktop tools or should the need arise attendance to users place of work.
• Act as a further escalation point for unresolved or escalated cases.
• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
• Report to SD managers on any issue that could significantly impact the business
• Take overall responsibility for incident management and request fulfilment (if any).
• Ensure staff take ownership of user problems and be proactive when dealing with user issues.
• Ensure all calls and emails are logged in the Service Desk logging system.
• Allocate more complex calls and emails to the relevant IT Support member.
• Arrange for external technical support where problems cannot be resolved within L1
• Manage Service Quality Assessment and Coach the agents on proper handling approaches.
• Provide Domain Training to new joiners.

• 7 years of end-user support experience, desktop or technical service desk.
• 5 years of experience leading a service desk team
• To have the in-depth technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
• Familiar with Service Desk day to day Operation.
• Preferably with ITIL 4 Foundation certification
• Experience in Situational Management to provide Adhoc instructions to the team.
• Experience in Gap Analysis, Productivity, Call/Incident Trending.
• Experience in managing Complaints.
• Experience in Service Level Agreement (SLA) Reports, Service Improvement Opportunities.

• 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 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

• 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

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

• Diploma in Information Technology/Computer Sciences/ Telecommunication
• Entry level are welcome to apply.
• Possess a class 3/3A driving license is a must
• Strong teamwork and communication skills
• Excellent customer service skills
• Prior experience in Network Operations Centre (NOC) environment preferred
• Only Singaporean may apply.

• Answer contacts promptly and professionally
• Log/Validate all contacts Call Handling Database
• Resolve a high percentage of customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• Complete follow-on actions as appropriate
• Invoke Escalation Procedures within defined time frames
• Adhere to account Policies & Procedures
• Work to achieve individual and team goals
• Protect confidential and sensitive information and materials
• Observe strict compliance to licensing, copyright and trademark legislation
• Accomplish other duties as required
• Adhere to all DXC Policies & Procedures - Including Security and SOBC

• Diploma / Degree in any discipline
• Some basic IT knowledge, preferably in desktop support
• Ability to communicate at all levels, both technically and non-technically
• Professional & confident
• Good time management skills
• Excellent communication (written and oral) and listening skills
• Ability to perform well as part of a team under direct supervision
• Strong customer focus with prior experience in a customer service role
• Strong interpersonal skills
• Analytical and diagnostic skills
• Desire to work in a rapidly changing environment
• Demonstrated ability to prioritize tasks and work under pressure
• Demonstrated ability to actively participate and work within a team
• Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes
• Ability to comprehend and uphold DXC Policies and Procedures
• Adherence to 24 X 7 roster

Responsibilities:

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

Requirements:

• Diploma in Information Technology/Computer Sciences/ Telecommunication
• Entry level are welcome to apply.
• Possess a class 3/3A driving license is a must
• Strong teamwork and communication skills
• Excellent customer service skills
• Prior experience in Network Operations Centre (NOC) environment preferred
• Only Singaporean may apply.

Interested candidates, please send your updated CV to

Tempserv Pte Ltd (06C3645)

R1983591

(Gov project, stable role) x 3

Basic Salary $3000 - $4000 + Site Allowance + Shift allowance + Performance Bonus + Other Benefits (Salary commensurate with experience & qualification)

Responsibilities:

• Monitor network and server systems
• Single point of contact with customers/users, resolver groups, third party service providers
• Managing incidents/service requests reported by users
• Tracking incidents/service requests and ensure closure within agreed timescales

Working Hours:

• 12-hours Rotating Day and Night shift work including weekends/PH
• Day shift: 9.00am – 9.00pm
• Night shift: 9.00pm – 9.00am
• Work 3 days off 2 days

Working Location:

• Near Cashew MRT

Requirements:

• Min. Diploma in Information Technology
• Min. One year experience in IT helpdesk or Network related skills

Singaporeans Only, security clearance required.