Service Desk Analyst

Roles & Responsibilities

  • Perform the day-to-day activities of Service desk
  • Handling the voice calls and emails in both Mandarin and English
  • Incidents, requests, events and enquiries are received, recorded, categorized and prioritized accurately in a timely manner
  • Requests are fulfilled at first call or dispatched timely to appropriate fulfilment parties
  • Incidents are resolved at first call or escalated timely to appropriate support parties
  • Outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches
  • Respond to customer inquiries, feedback and compliments
  • Use Remote Desktop tool to assist the end users as required
  • Monitor the tickets queue, Assigning/Reassigning and follow up of tickets as per SOPs
  • Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team
  • To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications
  • To install and configure new IT software


  • High diploma or Equivalent
  • Good telephone manner
  • 2-3 years. At least one-year work experience in Technical Help desk/Service desk
  • Proficiency in spoken and written English and Mandarin
  • Flexibility to work on shift schedules (including overnight and weekend) 
  • Strong problem solving and analytical skills
  • Good communication and interpersonal skills
  • Experience on Outlook/Lotus Notes/any other email client is desirable
  • Experience in troubleshooting of Desktop, Laptop, Printer, Internet Browser, Network connectivity, MS-Office, VPN client etc. MDM client troubleshooting/set-up would be an added advantage
  • Working hours 7:00 AM to 7:00 PM SGT. Flexible to work in Weekend Shifts. 

Toss-Ex Pte Ltd

Toss-Ex an associate company of a Singapore based Technology Group of companies committed to deliver Technology Consulting in IT Service, Payroll Outsourcing and Immigration Services. 

Toss-Ex provide customized solutions to business corporations by leveraging our existing strengths in technology integration, management know how and financial capital. Our consultants have a wealth of experience in management; technology deployment and business venture development to ensure maximum return on human capital and investment.