Job Title: Service Desk Analyst (Mandarin)Location: SingaporeSalary: Up to SGD 6500/monthExperience: 2+ YearsJob DescriptionWe are looking for a Service Desk Analyst with 2+ years of experience in IT support to provide first-level technical support to end users. The ideal candidate should have experience in incident management, ticket handling, troubleshooting, and working with ITSM tools while delivering excellent customer service.Key ResponsibilitiesProvide L1 technical support to users via phone, email, or chat.Log, track, and resolve incidents and service requests using ITSM/ticketing tools.Perform incident management and troubleshooting for hardware, software, and network-related issues.Ensure timely resolution of tickets in line with SLA requirements.Escalate unresolved issues to L2/L3 support teams when required.Maintain accurate documentation of incidents, resolutions, and procedures.Provide on-call support and assist users during critical incidents or outages.Deliver excellent customer support and ensure high user satisfaction.Required Skills2+ years of experience in Service Desk / IT Support / Technical Support roles.Experience working with ITSM tools (ServiceNow, Jira, Remedy, or similar ticketing systems).Good understanding of incident management and ticketing processes.Strong troubleshooting skills for Windows OS, applications, and basic networking issues.Excellent communication and customer service skills.Ability to work in shift rotations and provide on-call support when required