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IT Service Helpdesk (Remote)

Job Category

  • IT Maintenance

  • Systems

Job Type

  • Full Time

  • Work From Home (Remote)

Role Summary

This is a fully remote role. Please specify your country of residence and timezone in your application.

We are seeking a proactive and solution-focused IT Service Helpdesk Specialist to provide timely Level 1 (L1) remote support to our global clients. This role involves handling IT enquiries through WhatsApp and email, ensuring SLA compliance, and maintaining high levels of customer satisfaction.

Working Hours

  • Monday to Friday : 08:00 AM - 07:00 PM (Singapore Time, GMT +8)

  • Saturday: 8:00 AM – 2:00 PM (Singapore Time)

  • Public holidays will follow your local country’s calendar

Note:

  • You are required to remain online and available throughout your assigned shift to meet SLA commitments

  • Presence on Microsoft Teams during working hours is mandatory for internal coordination

Key Responsibilities

  • Customer Support

    • Respond promptly and professionally to enquiries via WhatsApp and email

    • Ensure clear and effective communication with clients

  • Technical Support (L1)

    • Provide Level 1 remote support for desktop and IT-related issues

    • Troubleshoot Windows environments and Microsoft 365 (email, basic website issues)

    • Diagnose and resolve common technical problems

      • Examples of L1 Issues:

        • Password resets

        • Outlook/email configuration

        • Basic network connectivity issues

        • Website access (browser, DNS, cache issues)

        • Printer issues

  • Ticketing & Reporting

    • Log all support interactions within 5 minutes

    • Maintain accurate ticket categorisation and documentation

    • Prepare and submit monthly reports

  • Escalation & Coordination

    • Escalate unresolved issues to Level 2 within 15 minutes

    • Coordinate with internal teams via Microsoft Teams

  • Maintenance & Setup

    • Configure desktops, routers, and peripherals

    • Perform routine system updates and health checks

    • Recommend hardware/software upgrades where necessary

SLA / KPI

Response Time

  • Respond within 5 minutes

  • Maintain ≥95% response rate

Resolution (L1)

  • Resolve within 15 minutes

  • Achieve ≥80% L1 resolution rate

Ticket Accuracy

  • Log within 10 minutes

  • Maintain ≥98% accuracy

Escalation

  • Escalate within 15 minutes

  • 100% SLA compliance

Customer Satisfaction

  • Maintain ≥80% satisfaction score

Reporting

  • Submit by 3rd working day of each month

  • 100% on-time submission

Job Requirement

  • Minimum 1 years experience in IT helpdesk or support (Fresh Grads are welcomed)

  • Proficient in Windows OS and Microsoft 365 troubleshooting

  • Strong English communication skills (written & verbal)

  • Ability to work independently and manage multiple tasks efficiently

  • Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira, OSTicket, Google Sheet) preferred

  • Familiarity with remote tools (e.g., AnyDesk, TeamViewer, RDP, ScreenConnect)

  • Certifications such as ITILv4 and/or CCNA are an advantage

Technology & Tools

  • Familiarity with AI-assisted tools (e.g. Copilot, Claude, OpenClaw, n8m, automation tools) is an advantage

  • Ability to use AI responsibly to enhance troubleshooting, documentation, and productivity

  • Willingness to adopt new technologies to improve service efficiency

Work Expectations

  • Ability to work in a fast-paced, SLA-driven environment

  • Comfortable handling multiple tickets concurrently

  • Strong time management and prioritization skills

  • Performance will be measured based on SLA/KPI adherence and customer satisfaction

  • Willingness to adjust working hours occasionally to support regional clients if required

Remote Work Requirements

  • Minimum 300 Mbps stable internet connection (backup preferred)

  • Dedicated workspace with minimal distractions

  • High level of discipline, accountability, and reliability

Security & Compliance

  • Basic understanding of IT security best practices

  • Maintain strict confidentiality of client systems and data

Additional Advantages

  • Experience supporting international clients

  • Exposure to Managed Service Provider (MSP) environments

  • Basic networking knowledge (DNS, DHCP, VPN)

  • Experience coordinating on-site personnel scheduling

Other Requirements

  • Must be online in Microsoft Teams during working hours

  • Strong typing ability with minimal spelling errors

  • Ability to follow structured processes and instructions

Compensation

  • Paid in USD

  • Salary commensurate with experience

Why Join us ?

  1. Work remotely from your home country

  2. Earn in USD with regional travel exposure

  3. Yearly Trips to Singapore for Training & Networking Events

  4. Position of Growth, you will be the first few as we are expanding to our regional markets

  5. Be part of a new chapter as we expand in ASEAN regions, Canada and Europe.

  6. Exposure to international IT operations