Senior IT Service Desk Support

We are seeking an experienced Senior IT Service Desk / IT Operations Support professional to manage end-to-end L1/L2 technical support, quality assurance, and user incident management.

Key Responsibilities

• Technical Operations & Incident Management: Provide hands-on escalation support for complex desktop, OS, Microsoft 365, Active Directory, and network/mobile device management (MDM) incidents.

• Quality Assurance & Coaching: Conduct regular QA audits on ticket resolution quality and call/chat interactions. Deliver one-on-one coaching and constructive feedback to optimize team performance.

• Process Improvement: Analyze support trends, ticket metrics, and compliance logs to recommend continuous service improvements.

• Vendor & Escalation Management: Engage with internal engineering teams and external IT vendors for high-priority incidents and timely issue resolution.

Requirements & Qualifications

• Education: Bachelor’s Degree or Polytechnic Diploma in Information Technology, Computer Science, or a related field.

• Certification: Active ITIL v4 Foundation certification is preferred.

• Technical Experience:

  • Minimum 4 years of progressive experience in IT Service Desk, Deskside Support, or Systems Support environments.

  • Demonstrated experience in enterprise IT environments with regulatory compliance requirements.

  • Strong working knowledge of Windows OS, Microsoft 365 suite, Active Directory, Mobile Device Management (MDM), and ticketing systems (e.g., ServiceNow, Remedy).

• Soft Skills: Exceptional problem-solving abilities, strong customer-centric orientation, and clear stakeholder communication skills.

Working Conditions

• Operational Hours: This role operates in a high-availability environment and requires 24/7 rotational shift coverage (including weekends, night shifts, and public holidays) to support continuous operational requirements.
  

  If you believe you fit the requirements for the role, please submit your application below or drop us an email directly quoting the job title.

  Due to an anticipated high volume of applicants, we regret that only shortlisted candidates will be notified. The information provided is for recruitment purposes only.

  Cornerstone Global Partners (EA License Number: 19C9859) is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

  (Scarlett) Zhang Jifan
  [email protected]

  EA Registration Number: R26159541.

  Cornerstone Global Partners Pte Ltd (EA License: 19C9859)