Kerja Sepenuh Masa, IT Service Desk Analyst di Activemode IO Southeast (Singapore) - Maukerja

IT Service Desk Analyst

Location: Singapore

Work Arrangement: Remote / Hybrid

Job Type: Full-Time

Experience Level: Entry-Level / Associate

Job Overview

We are seeking a reliable, customer-focused, and technically minded IT Service Desk Analyst to join our team in Singapore. The successful candidate will provide first-level technical support to employees and users experiencing hardware, software, account access, and network connectivity issues.

This role involves troubleshooting technical problems, managing support requests, maintaining IT documentation, and ensuring users receive timely and effective technical assistance.

The ideal candidate has strong communication and problem-solving skills, a service-oriented mindset, and an interest in information technology. Fresh graduates with relevant technical knowledge are also encouraged to apply.

Key Responsibilities

• Provide first-level IT support through email, phone, live chat, and support ticket systems.
• Respond to technical inquiries involving computers, software, applications, and network connectivity.
• Troubleshoot common Windows operating system and Microsoft 365 issues.
• Assist users with password resets, account access, and basic system permissions.
• Diagnose basic network, Wi-Fi, VPN, and connectivity problems.
• Create, update, prioritize, and resolve IT service desk tickets.
• Document troubleshooting procedures and technical solutions accurately.
• Escalate complex technical issues to the appropriate IT support teams.
• Assist with computer, printer, monitor, and other hardware setup.
• Support software installation, updates, and basic system configurations.
• Maintain internal IT knowledge-base articles and technical documentation.
• Follow IT security policies and established service management procedures.
• Monitor recurring technical issues and recommend possible improvements.
• Assist with onboarding and IT equipment setup for new employees.
• Provide clear instructions and technical guidance to users.

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field is preferred.
• Basic understanding of computer hardware, software, operating systems, and networking.
• Familiarity with Windows operating systems and Microsoft 365 applications.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Good written and verbal communication skills.
• Excellent customer service and interpersonal skills.
• Ability to manage multiple support requests and prioritize tasks effectively.
• Strong attention to detail and documentation skills.
• Ability to work independently and collaboratively within a team.
• Willingness to learn new technologies and IT support tools.
• Fresh graduates and entry-level candidates are welcome to apply.

Preferred Qualifications

• CompTIA A+ or other relevant IT certifications.
• Familiarity with ServiceNow, Jira Service Management, Zendesk, or similar ticketing systems.
• Basic knowledge of Active Directory or Microsoft Entra ID.
• Understanding of VPN, Wi-Fi, TCP/IP, and basic network troubleshooting.
• Familiarity with ITIL principles or IT service management practices.
• Previous experience in help desk, technical support, or desktop support roles.
• Experience providing technical assistance to remote employees.