IT Helpdesk Executive (Application Support Analyst)

Role overview

This full-time, onsite position in Singapore is suited to an IT helpdesk professional who can manage user requests end to end, support application issues, and help keep service operations organised and efficient. The role centres on timely incident handling, clear communication, and continuous improvement of helpdesk processes.

Core responsibilities

• Record every incoming request accurately, assign the right category, monitor progress, follow through until resolution, and close tickets properly.
• Create and update a practical knowledge repository containing useful fixes, frequently asked questions, case references, process notes, and procedure documentation.
• Handle calls and emails from the Authority and users, then diagnose and resolve issues by phone or email whenever possible.
• Use the FAQ repository to narrow down root causes and respond quickly to common issues.
• Support ad hoc searches for particular logged requests or users when the Authority needs information for audit-related checks.
• Share service updates such as planned or unplanned downtime, user notices, software provisioning steps, and system enhancement communications.
• Prepare helpdesk analysis reports that group and identify trends in queries and support cases.
• Suggest improvements in the report to help reduce repeated issues or similar query patterns.
• Review, maintain, and enhance helpdesk operating procedures whenever the Authority asks for updates.

Requirements

• A diploma or degree in Computer Science, Information Systems, Science, Engineering, or an equivalent field.
• Solid understanding of information technology, with particular exposure to SAP HCM ERP.
• Excellent written and spoken communication skills.
• A dependable team player who works responsibly and pays close attention to detail.
• Someone who is proactive, resourceful, independent, and responsive.
• Strong curiosity for troubleshooting issues, identifying root causes, and recommending effective fixes.
• At least 2 years of professional experience in information technology.
• Experience with SAP HCM ERP is an advantage.

Additional information

This role also involves keeping support information current and ensuring operational knowledge is available for both incident handling and reporting needs. The ideal candidate should be comfortable working in a structured helpdesk environment and contributing to service improvement efforts.

Terms and conditions

The position is based in Singapore and is onsite. The job description refers to support for the Authority and supplier-side operational tasks, including locating records, supporting audit queries, and maintaining communication around system-related updates.