Skill Set: Deskside Support Technician Level 1Roll Type: FTEDays per week: 5 daysContract: B2B/FreelanceLanguage: EnglishLocation: Singapore
Job Summary
The Service Desk Analyst serves as the primary point of contact for IT support, responsible for managing, troubleshooting, and documenting incoming technical requests via phone, email, or chat. The role ensures timely resolution of incidents while maintaining system performance, security, and user satisfaction.
Key Responsibilities
1. Incident Management & Ticket Handling
Act as the first point of contact for all IT-related issues.Log, categorize, prioritize, and manage incidents using ITSM tools.Ensure adherence to Service Level Agreements (SLAs).
2. Technical Troubleshooting
Diagnose and resolve hardware, software, network, and application issues.Provide first-level (L1) support to end users.Perform root cause analysis for recurring issues.
3. User Support & Communication
Deliver prompt and professional support via phone, email, and chat.Communicate technical information in a user-friendly manner.Maintain high levels of customer satisfaction.
4. Escalation & Follow-Up
Escalate unresolved or complex issues to Tier 2 or Tier 3 teams.Monitor ticket progress and follow up to ensure timely resolution.
5. Configuration & Deployment
Install and configure software, hardware, and peripherals.Support onboarding/offboarding processes.
6. Documentation & Knowledge Management
Maintain accurate records of incidents and resolutions.Contribute to and update the knowledge base and user guides.
7. System Maintenance
Perform routine system checks, updates, and security patches.Assist in maintaining system stability and minimizing downtime.
8) Required Skills & Qualifications
Proficiency in IT Service Management (ITSM) tools (e.g., ServiceNow, Remedy).Strong understanding of hardware, software, and networking fundamentals.Excellent problem-solving and troubleshooting skills.Effective communication and customer service skills.Ability to prioritize tasks and work under pressure.Basic knowledge of security practices and system maintenance.
9) Preferred Qualifications
Prior experience in a Service Desk or IT Support role.IT certifications (e.g., ITIL, CompTIA A+, Network+).Experience in SLA-driven environments.
10) Key Competencies
Analytical thinking.Time management.Customer focus.Team collaboration.Attention to detail.
