Customer IT Support Representative (Desktop Support)

The role of the Customer IT Support Representative mainly involves providing desktop related IT support to end-users.
Job Scope:

  • Handling and managing all cases escalated by the Helpdesk
  • Taking ownership till case closure
  • Adhering to the Service Level Agreements (SLAs)
  • Provide updates on cases through the Helpdesk or using the problem management tools via Web access (To be done promptly and accurately.)
  • Doing the needful to understand the customer's systems and applications (active learning)
  • Escalating all service encounters/cases which have high or potential customer satisfaction issues to the Team Lead
  • Ensuring compliance to IT security and computer use guidelines (with reference to the workstation area)


  • Diploma Qualification
  • 1 to 2 years of relevant experience in a related field
  • Good Interpersonal, Communication and Customer Service skills
  • Good understanding of PC hardware configuration
  • Troubleshooting skills (hardware/firmware failure)
  • Sound knowledge on PC usage in a LAN environment
  • Sound knowledge on installation and customisation of Microsoft Windows Operating Systems
  • Problem determination skills relating to basic network problems
  • Ability to coordinate activities with the relevant parties (Helpdesk, Vendors and Customers) systematically
  • Willing to learn and able to adapt to a changing IT environment
  • Ability to prioritise work tasks in order to handle workload, including scheduling appointments with customers
  • Ability to work cohesively with a team 
  • Open to working rotating shifts

OPUS IT Services Pte Ltd

OPUS IT Services Pte Ltd is a leading IT services and solutions company in Singapore. Established in 1990 as a software developer, OPUS has evolved into a complete IT Services company since 1997, and today, it has grown to a staff-strength in around 600 serving a diverse clientele range.

Together with a diverse force of capable outsourced specialists, we have provided various businesses, IT and security solutions for a wide range of clients. These include government, educational organisations, financial institutions, telecommunications, technological companies, manufacturing and petro-chemicals.