L1 HELPDESK EXECUTIVE (IT SUPPORT & OPERATIONS)

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.