An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every “hello” at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

• Receive, log, and prioritize incoming ITSM support requests and issues.
• Ownership and management of issues and requests through to resolution.
• Respond, diagnose and troubleshoot support cases from users experiencing technical issues with ServiceNow.
• Process and fulfil ITSM Service Request on ServiceNow, such as account administration, data patching, reporting.
• Provide step-by-step guidance to users, ensuring issues are resolved efficiently and effectively.
• Document incident resolution steps and create knowledge base articles for future reference.
• Escalate complex issues to appropriate ITSM members or external vendors when necessary.
• Maintain accurate and detailed records of support requests and resolutions using our ITSM ticketing system.
• Stay updated with the latest ITSM trends and technologies to continuously improve support services.
• Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.

Skills for Success: 

• Candidate with minimum Diploma Certification in Computer/Electronic Engineering or equivalent discipline
• Preferably with 2 or more years related experience in an IT support role. 
• Good understanding of ITSM components.
• Proficiency in troubleshooting and problem-solving techniques.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Familiarity with ITSM software such as ServiceNow etc.
• Good oral and written communication skills
• ITIL or similar certification is a plus.