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Open nowPosted 15 days ago

Service Desk Support Analyst

MyCareersFuture94,028 open roles

Pay
SGD 2,300 – SGD 3,300 a month
Where
Singapore
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Your applicationOpen nowService Desk Support AnalystMyCareersFuture · Singapore

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on MyCareersFuture's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

7.7% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.3%3 days
  3. 7.7%7 days
  4. 14.0%14 days
  5. 33.7%30 days
This job: posted 15 days ago

The posting

Role Overview

We are looking for a proactive and customer-focused IT Support professional to join a dynamic service desk team. This role serves as the primary human escalation channel for end users when automated self-service or virtual agent solutions require additional intervention.

The successful candidate will play a key role in delivering responsive support, maintaining service quality standards, and leveraging AI-assisted tools to enhance resolution efficiency and user experience.

Key Responsibilities

  • Provide Level 1 and Level 2 support across multiple communication channels including phone, email, collaboration platforms, and ITSM portals
  • Take ownership of tickets escalated from AI-driven support tools and ensure timely resolution
  • Troubleshoot issues related to user access, authentication, Microsoft 365 applications, VPN connectivity, endpoint software, and general network access
  • Accurately log, categorize, and prioritize incidents and service requests within the ITSM system
  • Monitor support queues and proactively manage workload to prevent SLA breaches
  • Escalate complex cases to relevant resolver teams, vendors, or onsite support when required
  • Utilize AI-assisted capabilities such as automated summaries, knowledge recommendations, and guided workflows
  • Maintain detailed documentation and contribute to knowledge base improvements
  • Support shift rotations and contingency coverage as operationally required
  • Ensure compliance with internal security, audit, and data protection policies

Requirements

  • 1–2 years of IT Service Desk experience (3–5+ years for senior level consideration)
  • Strong hands-on experience supporting Windows and macOS environments
  • Good working knowledge of Microsoft 365, VPN technologies, browsers, and endpoint tools
  • Basic understanding of Unix or Linux environments is advantageous
  • Familiarity with ServiceNow or similar enterprise ITSM platforms
  • Solid understanding of incident and request management processes
  • Ability to manage ticket workflows effectively and maintain documentation standards
  • Exposure to AI-enabled support tools or chatbot workflows is a plus
  • Strong verbal and written communication skills
  • Customer-centric approach with strong analytical and troubleshooting capability

Please send your detailed resume in MS Word format to [email protected] with

  • Education Level
  • Working experiences
  • Each employment background
  • Reason for leaving each employment
  • Last drawn salary
  • Expected salary
  • Date of availability
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  1. A CV for this posting

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  2. 25 readers review it

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    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on MyCareersFuture's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

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  5. Reply with AI

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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Why it works

3×

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