Helpdesk Support Engineer

Responsibilities

• Provide first- and second-level technical support for users of digital applications and services.
• Log, categorise, track, and resolve incidents and service requests through the organisation's ticketing system.
• Investigate reported issues, perform initial troubleshooting, and coordinate with technical teams for issue resolution.
• Monitor application and system health using operational monitoring tools such as StackOps to identify incidents and service degradation.
• Track incidents through to resolution and ensure timely communication with users and stakeholders.
• Escalate complex technical issues to the appropriate support teams while maintaining ownership of the incident lifecycle.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and knowledge articles using Confluence.
• Collaborate with developers, infrastructure teams, and business stakeholders to support production systems.
• Support service operations by participating in incident reviews and identifying opportunities for continuous improvement.
• Ensure operational activities comply with organisational governance and security requirements.

Qualifications

• Diploma or Degree in Information Technology, Computer Science, or a related discipline.
• Experience in IT Helpdesk, Application Support, Technical Support, or Service Desk roles.

Required Skills

• Good understanding of Incident Management, Problem Management, and IT Service Management (ITSM) processes.
• Experience using ticketing and collaboration tools such as:
• Jira
• Confluence
• Strong troubleshooting and analytical skills.
• Good communication and customer service skills.
• Ability to prioritise multiple incidents while meeting service level agreements (SLAs).

Preferred Skills

• Experience supporting government digital services or public sector environments.
• Familiarity with StackOps or similar application/system monitoring tools.
• Understanding of ITIL or ITSM best practices.
• Experience with issue tracking, incident coordination, and escalation management.
• Awareness of IM8 governance and security requirements within Singapore Government projects.