911 Helpdesk Lead jobs in Singapore

• 5-day work week
• Office hours
• No travelling required

• Support the supervisor in managing day-to-day operations, including staffing, scheduling, and performance tracking.
• Lead the onsite IT service team to ensure KPIs and SLAs are consistently achieved.
• Monitor service quality and drive a smooth, customer-focused IT support experience both onsite and remotely.
• Develop strategies with the team to improve first-contact resolution rates.
• Manage escalated cases and resolve operational issues within the required timeframe.
• Assist in planning and executing operational initiatives to improve service efficiency and client satisfaction.
• Contribute to the creation and maintenance of knowledge-based systems to document best practices and technical know-how.

• Team lead or supervisory experience, preferably in IT service or technical support environment

Please submit your updated resume in MS word format by using the APPLY NOW BUTTON.

We regret that only shortlisted candidates will be notified.

Staffking Pte Ltd (20C0358) | Teo Yong Han (R )

Highlights
5-day work week
Office hours
No travelling required
Key Responsibilities
Support the supervisor in managing day-to-day operations, including staffing, scheduling, and performance tracking.
Lead the onsite IT service team to ensure KPIs and SLAs are consistently achieved.
Monitor service quality and drive a smooth, customer-focused IT support experience both onsite and remotely.
Develop strategies with the team to improve first-contact resolution rates.
Manage escalated cases and resolve operational issues within the required timeframe.
Assist in planning and executing operational initiatives to improve service efficiency and client satisfaction.
Contribute to the creation and maintenance of knowledge-based systems to document best practices and technical know-how.
Requirements
Team lead or supervisory experience , preferable in IT service or technical support environment
Please submit your updated resume in MS word format by using the
APPLY NOW BUTTON .
We regret that only shortlisted candidates will be notified.
Staffking Pte Ltd (20C0358) | Teo Yong Han (R )
#J-18808-Ljbffr

• 5-day work week
• Office hours
• No travelling required

• Support the supervisor in managing day-to-day operations, including staffing, scheduling, and performance tracking.
• Lead the onsite IT service team to ensure KPIs and SLAs are consistently achieved.
• Monitor service quality and drive a smooth, customer-focused IT support experience both onsite and remotely.
• Develop strategies with the team to improve first-contact resolution rates.
• Manage escalated cases and resolve operational issues within the required timeframe.
• Assist in planning and executing operational initiatives to improve service efficiency and client satisfaction.
• Contribute to the creation and maintenance of knowledge-based systems to document best practices and technical know-how.

• Team lead or supervisory experience , preferably in IT service or technical support environment

Please submit your updated resume in MS word format by using the APPLY NOW BUTTON .

We regret that only shortlisted candidates will be notified.

Staffking Pte Ltd (20C0358) | Teo Yong Han (R )

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 Types: Full-time, Contract

Pay: Up to $3,000.00 per month

Location:

• Singapore (Required)

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

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

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.