IT Helpdesk Analyst in Penarth

IT Helpdesk Analyst

Work Location: Central, Singapore

Job Type: 2 years Contract, subject to renewal

About the Role

We are seeking proactive and customer focused Helpdesk Specialists to join our IT Support team and play a key role in delivering high quality technical support services across the organization. This role offers the opportunity to contribute beyond day to day support by driving service improvements, enhancing self service capabilities, and leveraging automation and AI technologies to improve user experience and operational efficiency.

Primary Responsibilities

1. Provide first and second level technical support for end users, resolving hardware, software, network, and application related issues.
2. Manage and respond to incidents, service requests, and enquiries through the IT service management platform in accordance with established service levels.
3. Troubleshoot and resolve desktop, laptop, mobile device, printer, and peripheral related issues.
4. Support Microsoft based technologies, including Windows operating systems, Microsoft 365 applications, and related enterprise platforms.
5. Assist with user account administration, access management, and system configuration activities.
6. Create, maintain, and enhance support documentation, knowledge base articles, and standard operating procedures.
7. Identify opportunities to improve service delivery through process optimization, self service solutions, and automation initiatives.
8. Support and troubleshoot Azure, virtual desktop infrastructure (VDI), and other cloud based technologies where applicable.
9. Contribute to team development by sharing knowledge, mentoring junior team members, and supporting continuous improvement initiatives across the Helpdesk function.
10. Perform other related tasks as when required.

Job Requirements

• A Diploma or Bachelor Degree in Computer Science/Engineering, Science, IT, Engineering or related field.
• Minimum 2 years of experience in IT Helpdesk, Service Desk, or End User Support environment.
• Strong troubleshooting and problem solving skills with the ability to diagnose and resolve technical issues efficiently.
• Experience supporting Microsoft technologies, including Windows, Microsoft 365, Active Directory, and related tools.
• Familiarity with IT service management processes, ticketing systems, and service level agreements.
• Experience supporting Azure environments, cloud services, or virtual desktop infrastructure (VDI) will be an advantage.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Ability to manage multiple priorities, work independently, and perform effectively in a fast paced environment.
• Demonstrated initiative in identifying and implementing process improvements, automation, or self service solutions; experience with AI driven support tools is a plus.
• For senior candidates, proven ability to lead teams, drive operational improvements, mentor colleagues, and ensure high standards of service delivery.

How to Apply

Ready to join Thatz? Apply through our NextGig job portal: https://nextgig.asia or send your resume to jointhatz@thatz.com.

Shortlisted candidates will be contacted.

Equal Opportunity Employer

We are committed to fair employment practices and consider all applications based on merit. We encourage diversity and do not discriminate based on race, religion, gender, or any other characteristic.

Data Protection

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