We are seeking service-oriented and technically competent individuals to join our Helpdesk Operations team supporting users within a structured operational environment.

This role is ideal for candidates with experience in L1 Helpdesk, Service Desk, IT Support, Desktop Support, Customer Support Operations or similar operational support environments. The successful candidate will serve as the first point of contact for users, providing first-level troubleshooting, incident management, service request handling and escalation coordination in accordance with established operational procedures and service standards. Training on client-specific systems and procedures will be provided.

Key Responsibilities

Serve as the first point of contact for users via telephone, email and other communication channels
Receive, log, categorise and track incidents and service requests accurately
Perform first-level (L1) troubleshooting and diagnosis using established procedures and knowledge resources
Escalate unresolved incidents and complex technical issues to relevant support teams in accordance with escalation procedures
Monitor incident progress and follow up to ensure timely resolution
Maintain accurate ticket records, operational logs and shift handover documentation
Coordinate with internal support teams, vendors and stakeholders where required
Adhere to service levels, operational procedures, information security requirements and quality standards
Support operational reporting and administrative activities as assigned

Requirements

NITEC, Higher NITEC, Diploma or equivalent qualification in Information Technology, Information Systems, Network & Systems Administration, Infocomm Technology, Business Information Technology, Digital Technology or related disciplines.
Minimum one (1) year of experience in L1 Helpdesk, Service Desk, IT Support, Desktop Support, Technical Support, Call Centre Operations, or similar support environment
Fresh graduates with relevant qualifications and strong interest in IT support will also be considered

Preferred Skills & Competencies

Familiarity with ticketing systems, incident logging, troubleshooting and escalation processes
Good analytical and problem-solving skills
Good verbal and written communication skills
Ability to manage multiple tasks and priorities in a structured operational environment
Customer-focused with a strong sense of ownership and accountability
Able to work independently as well as within a team environment
Comfortable working rotating shifts, including weekends and public holidays

What we offer

Structured operational environment
Exposure to large-scale operations support
Shift allowances and incentive
Contract completion recognition for eligible employees
Opportunities to develop practical Helpdesk and Service Desk competencies
Supportive team environment with training and guidance

Deployment for this role is subject to operational and security clearance requirements where applicable.

Techelm Services Pte. Ltd.

L1 HELPDESK EXECUTIVE (IT SUPPORT & OPERATIONS)

L1 HELPDESK EXECUTIVE (IT SUPPORT & OPERATIONS)