627 Service Desk Analyst jobs in Singapore

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.

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

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

• 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.

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.

• 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

Michael Page International Pte Ltd | Registration No. 199804751N

Department purpose

• The Global Service Desk provides A&O Shearman with a 24x7x365 IT support coverage, with teams present at both Singapore and Belfast (UK) locations. Calls can come from anywhere in the world and the Service Desk Staff are key in providing an effective and professional IT support service to the firm’s staff and clients.
• Regularly collaborating with the Global Service Management teams located within the United Kingdom is critical to ensure worldwide consistency of services delivered to customers.
• The Global Service Desk team is critical and the backbone for IT customer service, with frequent interactions with and execution of the ITIL disciplines of incidents, change, problem, release, and capacity management.

Role and responsibilities

Working Hours

2 shifts on weekdays and 2 shifts on weekends.

Monday to Friday

1st shift: 7am - 4pm

2nd shift: 9am - 6pm

Weekends, based on roster, usually work on 2 weekends.

1st shift: 7am - 4pm

2nd shift: 9am - 6pm

The Service Desk Analyst is accountable for supporting and maintaining the following areas:

• Provide 1st line (telephone) support and occasional 2nd line (Deskside) support.
• Record all incidents and requests in the BMC Helix call logging system.
• Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams.
• Ensure that customers are kept informed of events relating to their call.
• Facilitate communication between the various IT teams, both regional as global.
• Proactively engage and work closely with the regional IT Support Officers and IT Operations team, ensuring that the business receives the highest level of service.
• Work closely with Belfast Service Desk team for ticket handover and follow-ups.
• Coordinate as required with the ITIL Process Management team (including change, release, problem and configuration)
• Provide 1st line (telephone support) and occasional 2nd line (Deskside support) for incident resolution.
• Record all requests for assistance in the BMC Helix call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
• Ensure all calls are responded to within a timely manner and within the agreed OLAs.
• Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams.
• Pass calls to 2nd and 3rd line support teams (e.g. Networks, Email, Web, Server) if cannot be resolved first line.
• Ensure that customers are kept informed of events relating to their call.
• Monitor calls when passed to 2nd and 3rd line teams.
• Provide guidance, training and mentoring to other team members as required.
• Build and maintain good customer relationships.
• Develop a detailed understanding of the business and departments that are supported.
• Complete tasks and other assigned work to agreed deadlines

Key requirements

• Minimum “A” level standard education or equivalent
• Minimum 4/5 years IT experience with at least 3 years’ experience in a 1st line support role.
• Soft skills for excellent customer service.
• Knowledge of Windows 10, Microsoft Office and remote working via both VPN and Citrix
• Detailed practical knowledge of the Service Desk tools and end-user IT services.
• Expertise in the use of Call managing systems.
• Active Directory and Remote Exchange Console.
• Expected to have a basic understanding of all technologies used by A&O and business working practices.
• Experience working within the professional services sector with an appreciation of the demands placed on
• support teams by the business.
• Experience of working in an ITIL environment

You will stand out if you bring

• Strong organisational skills with a proven track record in a challenging support department.
• Commitment to rapidly resolve incidents using a logical and structured approach to problem solving.
• Ability to make sound decisions under pressure.
• Strong commitment to excellent customer service.
• An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language
• Personal credibility, highly self-motivated, self-starter, who will undertake all activities to the highest professional
• standards.
• Excellent communication skills, both orally and written.
• Ability to operate within a wider team where there may be ambiguity and conflicting priorities.
• Experience of working in a global environment across international locations with an appreciation of multiple cultures.

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.

Responsibilities:

• Provide first-line (telephone) support and occasional second-line (deskside) support for incident resolution.
• Record all incidents and service requests in the BMC Helix call logging system, using the most appropriate method to resolve issues.
• Assign incidents and requests that cannot be resolved at first line to the appropriate second- or third-line support teams (e.g., Networks, Email, Web, Server).
• Ensure users are kept informed of progress and updates regarding their calls.
• Collaborate with regional stakeholders to ensure seamless ticket handover, follow-ups, and service delivery.
• Coordinate with the ITIL Process Management team for change, release, problem, and configuration management processes.
• Monitor escalated calls to ensure timely resolution in line with agreed Service Level Agreements
• Build and maintain strong working relationships with stakeholders, ensuring a high standard of customer service.
• Develop a good understanding of the business functions supported by IT.

Requirements:

• 4–5 years of relevant IT experience, with at least 3 years in a first-line support role.
• Practical knowledge of Windows 10, Microsoft Office, VPN, and Citrix remote access.
• Familiarity with Service Desk tools, end-user IT services, Active Directory, and Remote Exchange Console.
• Experience working in an ITIL-aligned environment.

Department purpose
The Global Service Desk provides A&O Shearman with a 24x7x365 IT support coverage, with teams present at both Singapore and Belfast (UK) locations. Calls can come from anywhere in the world and the Service Desk Staff are key in providing an effective and professional IT support service to the firm’s staff and clients.
Regularly collaborating with the Global Service Management teams located within the United Kingdom is critical to ensure worldwide consistency of services delivered to customers.
The Global Service Desk team is critical and the backbone for IT customer service, with frequent interactions with and execution of the ITIL disciplines of incidents, change, problem, release, and capacity management.
Role and responsibilities
Working Hours
2 shifts on weekdays and 2 shifts on weekends.
Monday to Friday
1st shift: 7am - 4pm
2nd shift: 9am - 6pm
Weekends, based on roster, usually work on 2 weekends.
1st shift: 7am - 4pm
2nd shift: 9am - 6pm
The Service Desk Analyst is accountable for supporting and maintaining the following areas:
Provide 1st line (telephone) support and occasional 2nd line (Deskside) support.
Record all incidents and requests in the BMC Helix call logging system.
Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams.
Ensure that customers are kept informed of events relating to their call.
Facilitate communication between the various IT teams, both regional as global.
Proactively engage and work closely with the regional IT Support Officers and IT Operations team, ensuring that the business receives the highest level of service.
Work closely with Belfast Service Desk team for ticket handover and follow-ups.
Coordinate as required with the ITIL Process Management team (including change, release, problem and configuration)
Provide 1st line (telephone support) and occasional 2nd line (Deskside support) for incident resolution.
Record all requests for assistance in the BMC Helix call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
Ensure all calls are responded to within a timely manner and within the agreed OLAs.
Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams.
Pass calls to 2nd and 3rd line support teams (e.g. Networks, Email, Web, Server) if cannot be resolved first line.
Ensure that customers are kept informed of events relating to their call.
Monitor calls when passed to 2nd and 3rd line teams.
Provide guidance, training and mentoring to other team members as required.
Build and maintain good customer relationships.
Develop a detailed understanding of the business and departments that are supported.
Complete tasks and other assigned work to agreed deadlines
Key requirements
Minimum “A” level standard education or equivalent
Minimum 4/5 years IT experience with at least 3 years’ experience in a 1st line support role.
Soft skills for excellent customer service.
Knowledge of Windows 10, Microsoft Office and remote working via both VPN and Citrix
Detailed practical knowledge of the Service Desk tools and end-user IT services.
Expertise in the use of Call managing systems.
Active Directory and Remote Exchange Console.
Expected to have a basic understanding of all technologies used by A&O and business working practices.
Experience working within the professional services sector with an appreciation of the demands placed on
support teams by the business.
Experience of working in an ITIL environment
You will stand out if you bring
Strong organisational skills with a proven track record in a challenging support department.
Commitment to rapidly resolve incidents using a logical and structured approach to problem solving.
Ability to make sound decisions under pressure.
Strong commitment to excellent customer service.
An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language
Personal credibility, highly self-motivated, self-starter, who will undertake all activities to the highest professional
standards.
Excellent communication skills, both orally and written.
Ability to operate within a wider team where there may be ambiguity and conflicting priorities.
Experience of working in a global environment across international locations with an appreciation of multiple cultures.
#J-18808-Ljbffr

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

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

• 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.

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.

• 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!

Michael Page International Pte Ltd | Registration No. 199804751N

• The Global Service Desk provides A&O Shearman with a 24x7x365 IT support coverage, with teams present at both Singapore and Belfast (UK) locations. Calls can come from anywhere in the world and the Service Desk Staff are key in providing an effective and professional IT support service to the firm’s staff and clients.
• Regularly collaborating with the Global Service Management teams located within the United Kingdom is critical to ensure worldwide consistency of services delivered to customers.
• The Global Service Desk team is critical and the backbone for IT customer service, with frequent interactions with and execution of the ITIL disciplines of incidents, change, problem, release, and capacity management.

Working Hours

2 shifts on weekdays and 2 shifts on weekends.

Monday to Friday

1st shift: 7am - 4pm

2nd shift: 9am - 6pm

Weekends, based on roster, usually work on 2 weekends.

1st shift: 7am - 4pm

2nd shift: 9am - 6pm

The Service Desk Analyst is accountable for supporting and maintaining the following areas:

• Provide 1st line (telephone) support and occasional 2nd line (Deskside) support.
• Record all incidents and requests in the BMC Helix call logging system.
• Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams.
• Ensure that customers are kept informed of events relating to their call.
• Facilitate communication between the various IT teams, both regional as global.
• Proactively engage and work closely with the regional IT Support Officers and IT Operations team, ensuring that the business receives the highest level of service.
• Work closely with Belfast Service Desk team for ticket handover and follow-ups.
• Coordinate as required with the ITIL Process Management team (including change, release, problem and configuration)
• Provide 1st line (telephone support) and occasional 2nd line (Deskside support) for incident resolution.
• Record all requests for assistance in the BMC Helix call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
• Ensure all calls are responded to within a timely manner and within the agreed OLAs.
• Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams.
• Pass calls to 2nd and 3rd line support teams (e.g. Networks, Email, Web, Server) if cannot be resolved first line.
• Ensure that customers are kept informed of events relating to their call.
• Monitor calls when passed to 2nd and 3rd line teams.
• Provide guidance, training and mentoring to other team members as required.
• Build and maintain good customer relationships.
• Develop a detailed understanding of the business and departments that are supported.
• Complete tasks and other assigned work to agreed deadlines

• Minimum “A” level standard education or equivalent
• Minimum 4/5 years IT experience with at least 3 years’ experience in a 1st line support role.
• Soft skills for excellent customer service.
• Knowledge of Windows 10, Microsoft Office and remote working via both VPN and Citrix
• Detailed practical knowledge of the Service Desk tools and end-user IT services.
• Expertise in the use of Call managing systems.
• Active Directory and Remote Exchange Console.
• Expected to have a basic understanding of all technologies used by A&O and business working practices.
• Experience working within the professional services sector with an appreciation of the demands placed on
• support teams by the business.
• Experience of working in an ITIL environment

• Strong organisational skills with a proven track record in a challenging support department.
• Commitment to rapidly resolve incidents using a logical and structured approach to problem solving.
• Ability to make sound decisions under pressure.
• Strong commitment to excellent customer service.
• An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language
• Personal credibility, highly self-motivated, self-starter, who will undertake all activities to the highest professional
• standards.
• Excellent communication skills, both orally and written.
• Ability to operate within a wider team where there may be ambiguity and conflicting priorities.
• Experience of working in a global environment across international locations with an appreciation of multiple cultures.

The Firm

HFW is a sector focused global law firm. We have over 700 lawyers working across the Americas, Europe, the Middle East, Asia and Australia. We take a progressive approach to our roles in commercial business – thinking creatively and pragmatically to support our clients.

Whether we are solving complex issues within the construction, aviation or shipping industries, or providing advice across insurance, commodities and energy we are specialist lawyers here to add value to our clients. We think about the commercial solution first and then underpin our advice with a solid foundation of legal expertise.

The Department

Information Technology at HFW is key to the success of the firm. Put simply, we provide the capability for our people to be entrepreneurial, creative, and collaborative. The IT Department operates 24/7 and has c50+ staff – with London and Hong Kong being the primary and secondary locations respectively.

The Asia IT Service Delivery team consists of 4 staff. The team is the key interface between the users and the Operations, Projects, and Development teams.

The IT Service Desk is responsible for providing a professional and high quality service to the firm's internal staff. It operates as the front line of IT customer engagement and delivers support and assistance across a varied portfolio of IT systems and services. The team delivers support in an efficient, positive, helpful and enthusiastic manner. An excellent customer experience is our goal.

Duties and Responsibilities

The role will include, but will not be limited to:

• Being the first point of contact for all IT-related support for the firm globally, ensuring that each support call (telephone, e-mail or in person) is dealt with promptly, efficiently, competently, and professionally.
• Providing remote and desk-side technical support for computer applications and hardware - not limited to, but including: Microsoft Office 365, Microsoft Teams, Zoom, Windows 10, Document Management System (iManage), Time recording systems (IntApp), Practice management system (Elite 3E), Digital dictation (BigHand), Workshare, Third party numbering suite (DocX Tools), CMS (InterAction), Adobe Suite, Multi Factor Authentication, Mimecast, Mobile technologies (IOS, Android, Intune), Remote desktop (VNC/TeamViewer).
• Using the IT Service Management Tool (ServiceNow) to provide appropriate troubleshooting tracking log, escalation, documentation, and knowledgebase articles.
• Using the Genesys call receipt system.
• Task ownership through to resolution and ultimately customer satisfaction.
• Ensuring all calls that cannot be resolved are escalated on through IT in accordance with the agreed procedures. Ensuring that service levels (SLAs) are maintained.
• Ensuring that customers are kept up-to-date and aware of progress on their issues.
• Proactive management of inbound and in progress work, including timely internal escalation, and early flagging of any issues or problems.
• Ensuring that all administrative procedures are followed, promoted, and always maintained, thus ensuring the smooth running of the department.
• Assisting with the setup of audio and video conferences either in person or remotely.
• Any other ad hoc duties as may be required

Skills and Experience Required

• Excellent troubleshooting skills, with demonstrable general knowledge of hardware, such as laptops, and mobiles.
• A minimum of 6 months' IT help desk support experience within a professional service
• Experience of core Microsoft Office 365 products – Word, Excel, PowerPoint, Outlook and Teams.
• General understanding of legal software is advantageous.
• Audio/Video conference knowledge desirable.
• ITIL Foundation qualification desirable.
• Customer-focused with a flexible attitude
• Excellent communication skills
• Good understanding of a high pressured, professional services environment
• Able to work under pressure and to tight deadlines
• Ability to own tasks through to completion
• Consistently strives to achieve excellence
• Logical and calm, able to inspire confidence and credibility
• High discretion and confidentiality
• Flexible regarding working hours - change windows are likely to require work outside working hours

HFW aims to ensure equality of opportunity and we are actively working towards improving the diversity of our staff. All applications will be considered only on merit and the applicant's suitability to meet the requirements of the role.

HFW collects and processes personal data relating to job applicants to manage its recruitment process. The firm is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations. For information on how the firm will process your data, please see our Privacy Notice on our website ( in the section "What we collect and how we use it".