Service Desk Analyst

Service Desk Analyst

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.

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