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Service Desk Support

Job description


  • Provide customers with a first point of contact for all incidents, queries and requests over phone, email, and remote system.
  • Manage Service Desk by ensuring all Incidents or Service Request tickets are promptly attended, resolved, or assigned.
  • To monitor and maintain SLA, follow up outstanding tickets with customers or within internal support teams.
  • Ensure all issues/problems/escalations are resolve in a timely manner.
  • Record events and problems and their resolution in logs.
  • Managing and compilation of all data and report. Ensuring all incidents, solutions and processes is accurately recorded.


  • Experienced in service desk/helpdesk with ITSM tools and processes.
  • Strong understanding of operating systems (Windows, macOS, Linux) and common software applications. Experience in Jira Cloud will be an advantage.
  • Able to work in 24/7 shifts. (9am-6pm / 3pm-12am / 12am-9am shift)
  • Willing to work on weekends and public holiday.

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