766 Help Desk Environments 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

12 HRS SHIFTER ROLE

Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.

Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

Customer Centric oriented, manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.

Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Job Type: Contract

Contract length: 12 months

Pay: $2, $3,100.00 per month

Work Location: In person

Key Responsibilities:

• Provide first-level IT support through ServiceNow platform, ensuring prompt resolution and escalation when required.
• Troubleshoot and resolve issues related to Microsoft 365 applications and services.
• Log incidents, requests, and changes accurately in ServiceNow.
• Ensure service levels are met by prioritizing and managing support tickets effectively.
• Deliver excellent customer service by communicating effectively with end users.

Requirements:

• Diploma/ITE or equivalent in IT/Computer Science.
• At least 1–2 years of experience in IT service desk or helpdesk roles.
• Mandatory experience with ServiceNow and Microsoft 365.
• Good problem-solving and troubleshooting skills.
• Strong verbal and written communication abilities.
• Ability to work independently and in a team environment.
• ITIL Foundation certification is an advantage.
• This role requires willingness to work on a rotating shift schedule (including evenings, weekends, and public holidays).

As a Service Desk Analyst, you will be responsible for providing first-class technical support to our internal customers. Your key responsibilities will include:

• Provide timely and effective technical support via phone, email, and webchat, managing the end-to-end customer experience with empathy and professionalism.
• Perform first and 1.5-level troubleshooting for a wide range of issues, from software application queries (like Office 365) to hardware setup, using advanced remote control tools to visualize and fix problems directly.
• Take full ownership of assigned incidents, tracking them from initial report to final resolution, and providing regular, proactive updates to users.
• Escalate complex issues to specialist resolver groups while maintaining oversight to ensure a timely fix.
• Hands-On Support: Provide face-to-face, onsite assistance at user desks or our service counter, including setting up and deploying computers for new joiners.
• Uphold Security: Act as a guardian of our IT security, following strict protocols for tasks like password resets and immediately reporting any potential security threats.

• A Diploma in Information Technology, Computer Science, or a related field.
• 1-3 years of experience in a similar IT support or service desk role.
• Strong proficiency in supporting Microsoft Office 365 is essential.
• Excellent problem-solving and communication skills, with a genuine customer-service focus.
• The ability to work independently and manage your own queue of incidents.

It's a Plus if You Have:

• ITIL Foundation certification.
• Experience with remote support tools.
• A proactive mindset and ideas for improving processes.

Job description:

Team and 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 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

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

The Service Desk Supervisor to oversee daily IT support operations and ensure efficient resolution of user issues. The ideal candidate will bring hands-on technical expertise and delivering excellent service to our users.

Responsibilities :

• Supervise and guide the Service Desk team in providing first-level support to end users.
• Monitor, prioritize, and assign IT service tickets to ensure timely resolution.
• Support and maintain IT infrastructure, including Windows servers, desktops, and virtualization platforms.
• Oversee IT asset management, software deployment, and system updates.
• Collaborate with other IT teams on escalations, change management, and infrastructure improvements.
• Document processes, prepare reports, and ensure compliance with IT policies and ITIL best practices.
• Provide training, coaching, and performance feedback to Service Desk staff.
• Serve as point of contact for critical issues and escalations, ensuring business continuity.

Requirements :

• High School Diploma or GED required.
• Bachelor's Degree in Computer Science preferred, with 
  1–3 years of System Administration or IT Service Desk experience
  ; or an equivalent combination of education and experience.
• Previous experience in 
  server and PC hardware/software installation
   required.
• Prior supervisory or team lead experience is highly desirable.
• Strong knowledge of 
  Windows Server Administration
   (Active Directory, DNS, DHCP).
• Proficiency in 
  Windows PowerShell
   and/or 
  VB scripting
   for automation.
• Experience with 
  server and desktop virtualization
  ; Nutanix AHV experience a plus.
• Understanding of 
  server hardware
   (RAID, PERC, etc.).
• Proficiency with 
  Microsoft Office applications
   (Excel, Word, PowerPoint, Outlook, OneDrive).
• Familiarity with 
  Microsoft SharePoint Team Sites
  .
• Knowledge of 
  Cisco IOS commands
   is an advantage.
• Experience with 
  Windows performance tuning and troubleshooting
  .
• Familiarity with 
  IT ticketing systems
   (ServiceNow a plus).
• Understanding of 
  ITIL change management processes
  .
• Experience with 
  telephone systems
   (Alcatel a plus).
• Strong 
  analytical, problem-solving, and organizational
   skills.
• Excellent 
  verbal and written communication
  , with the ability to document IT procedures.
• Ability to 
  multi-task
   and manage priorities effectively in a fast-paced environment.
• Willingness to assist occasionally during weekends or after hours when needed.

As a Service Desk Analyst, you will be the face and voice of our company, providing crucial first-level technical support to our users. You will play a key role in diagnosing and resolving IT incidents, ensuring minimal disruption, and delivering an exceptional customer service experience. This role is perfect for a problem-solver who thrives in a dynamic, fast-paced environment.

• First Point of Contact: Serve as the primary contact for all incoming IT queries and incidents via phone and email, ensuring a professional and timely response.
• Incident Resolution & Management: Perform first-level troubleshooting to achieve a high rate of First Call Resolution (FCR). Log, classify, prioritize, and track all incidents accurately in the service management system.
• Escalation Management: Efficiently escalate complex incidents to second-level support teams with comprehensive documentation, following established procedures.
• Customer Communication: Take ownership of user issues, providing regular and proactive updates on the status and progress of their tickets until final resolution.
• Service Level Adherence: Work within defined Service Level Agreements (SLAs) to meet key performance indicators for response and resolution times.
• Team Collaboration: Identify and alert team leads to emerging trends or surges in specific incident types, contributing to overall service improvement.

• Education: Minimum Higher Nitec in Information Technology, Computer Science, or a related field.
• Experience: At least 1 year of hands-on experience in a technical support role such as:

IT Service Desk / Help Desk

Desktop Support

End-User Computing Support
- Technical Proficiency:

Required: Strong practical knowledge of Microsoft Office 365 and its applications.

Core Skills: Experience with Microsoft Windows OS , Active Directory (user account administration), and MS Outlook configuration and support.

Highly Valued: Familiarity with ITIL foundational concepts and experience supporting mobile devices (iOS/Android).
- Personal Attributes:

Excellent communication and customer-facing skills.

Strong analytical and problem-solving abilities.

Ability to work independently and as part of a team in a shift-based environment.

Proactive, patient, and empathetic with a genuine desire to help others.

Location : Bendemeer Road ( near Boon keng Mrt)

Mon to Fri, 9am-6pm or 8am-5pm.

2month temp to support service desk team.

Responsibilities:

· Respond to the incoming enquiries/incident/request (Call, Email, Portal etc.) within Service Level Agreement (SLA)

· Record and manage all issues in IT Service Management (ITSM).

· Perform 1st level trouble-shooting on desktop and basic systems/network issues.

· Escalate requests/issues to the appropriate resolver group according to SLA

· Provide timely status update to customers on issues escalated and to follow up tickets till closure within SLA

· Ensure daily tasks are executed according to SOP (Standard Operation Procedure).

· Any other ad-hoc duties as required or assigned

Requirements:

·Service/ customer service oreintated.

·1 year experience in call centre / helpdesk environment prefer

· Be able to perform in a fast paced environment

Job Type: Full-time

Pay: $120.00 per day

Benefits:

• Professional development

Work Location: In person

Important Information

Location: Singapore

Job Summary

As a service desk engineer you will be responsible for fulfilling service requests, including hardware and software installations, configurations, and upgrades. Identifying and resolving root causes of technical issues, implementing permanent fixes to prevent recurrence. Providing exceptional customer service, ensuring that customer needs are met and expectations are exceeded.

Skills :

A-Levels/Diploma/Degree in Business, Technology, or a related field.

Minimum 1-3 years of experience in service/help desk, technical support or customer service for institutional customers within financial services or payment industry

Good understanding of basic computer hardware, software and network concepts

Possess strong communication, problem-solving and interpersonal skills.

Attention to detail and willingness to learn

Rotational shifts.

About Encora

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.

At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.