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    • Minimum 2 year of experience in helpdesk or IT support.
    • This is a Work from Home Job, Please do also state which country you are and will be at, including…
    • View all That's Infotech Pte Ltd jobs - Singapore jobs - Helpdesk Support jobs in Singapore
    • Salary Search: IT Service Helpdesk (WFH) salaries in Singapore
    • To provide efficient IT support by resolving technical issues, maintaining IT systems and devices, and ensuring smooth daily technology operations.
    • Provide first and second level IT technical support to end users including desktops, laptops, mobile devices, printers, and peripherals.
    • Generate helpdesk reports and other administrative stuffs.
    • Perform Level 1 and 2 diagnosis and rectification where possible, and escalate relevant issues by…
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    • We are looking for a solution-focused desktop support specialist to provide our clients with hands-on, systematic support.
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Job Post Details

IT Service Helpdesk (WFH) - job post

That's Infotech Pte Ltd
Singapore•Remote
Full-time
You must create an Indeed account before continuing to the company website to apply

Job details

Job type

  • Full-time

Shift and schedule

  • Shift system

Benefits

Pulled from the full job description

  • Work from home

Full 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.
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