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Urgent! IT Service Helpdesk Job Opening In Singapore, Singapore – Now Hiring That's Infotech Pte Ltd

IT Service Helpdesk



Job description

Job Description


This is a Work from Home Job, Please do also state which country you are and will be at, including timezone.

To provide timely first-level support and ensure efficient handling of IT-related enquiries through WhatsApp and email.

We are looking for a solution-focused desktop support specialist to provide our clients systematic support.

The desktop support specialist should receive IT-related concerns, and then proceed to diagnose and solve these issues.

You should also ensure the regular maintenance of our customers' IT infrastructure.

To be successful as a desktop support specialist, you should be skilled in the fitting and upkeep of computers and their networks.

Please do also take note that this job requires you to be desk-bound to during your shift to ensure SLA response to our clients.

Job Responsibilities

  • Respond promptly and professionally to enquiries via WhatsApp and email.

  • Provide Level 1 (L1) remote support for basic desktop troubleshooting.

  • Conduct L1 troubleshooting for Microsoft email and website-related issues.

  • Accurately log support tickets and ensure timely submission of monthly reports.

  • Escalate issues to Level 2 (L2) support if unresolved within 15 minutes
  • Advising customers on appropriate procedures for directing their IT-related queries and recommendations.

  • Configuring new desktops, routers, modems, and similar devices.

  • Performing routine inspections and upkeep of existing installations.

  • Updating computer operating systems and other important software, as needed.

  • Substantiating requests for hardware and software purchases and upgrades, if appropriate.

  • Any other ad-hoc duties as required.

Job Requirement

  • Minimum 2 year of experience in helpdesk or IT support.

  • Proficient in basic Windows desktop and Microsoft 365 troubleshooting.

  • Strong communication skills (written and verbal).

  • Ability to work independently and manage tasks efficiently.

  • During assigned office hours be in work teams call at all times.

    (for internal coordination)
  • Ability to read and follow instructions (e.g. only applications through the below form will be reviewed)
  • Certifications like ITILv4 and/or CCNA will be an advantage

SLA / KPI

  • Response Time
  • Acknowledge WhatsApp or email enquiries within 5 minutes during working hours
  • Maintain a 95%+ response rate.

  • Resolution Time (L1 Issues)

  • Resolve basic L1 issues within 15 minutes.

  • Resolve 80%+ of L1 tickets.

  • Ticket Logging Accuracy

  • All support interactions must be logged immediately or within 10 minutes after resolution.

  • Maintain 98% accuracy in ticket documentation and categorization.

  • Escalation Timeliness

  • Escalate unresolved L1 issues to L2 after 15 minutes.

  • 100% of escalations done within SLA

  • Customer Satisfaction

  • Achieve 80%+ satisfaction score on internal or external feedback surveys

  • Report Submission

  • Submit monthly reports by the agreed deadline (e.g., by the 3rd working day of the succeeding month)
  • 100% on-time submission of monthly reports

Other Considerations for this Work from Home Job Role

  • Internet Speed Test above 300mbps
  • English Speaking required for internal meetings
  • Typing English with little to no spelling errors (grammer/vocab mistakes are ok)
  • Some experience with managing on-site personnels for scheduling

Why Join us ?

  • Continue to work remotely in your country

  • Earn in USD with regional travel exposure

  • Yearly Trips to Singapore for Training & Networking Events

  • Position of Growth, you will be the first few as we are expanding to our regional markets

  • Be part of a new chapter as we expand in ASEAN regions, Canada and Europe.


Required Skill Profession

Other General



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