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Alter Domus Logo Alter Domus · IT - Administration

IT Service Desk Analyst

Singapore, Singapore Employment contract · Job Posted June 16, 2026
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Job Responsibility

  • Investigate and resolve complex workplace IT incidents involving user devices, operating systems, connectivity, authentication, endpoint configuration, applications and peripheral equipment
  • Assess and isolate probable root causes by distinguishing whether an issue is related to the device, user account, network, endpoint policy, application, security control or a wider service outage
  • Coordinate with Service Desk, Network, Security, Identity & Access, Workplace, Infrastructure and Application resolver groups, providing clear technical evidence and supporting on-site validation or remediation activities
  • Perform OEM coordination for in-warranty and out-of-warranty device failures, providing initial diagnosis and managing the repair or replacement process
  • Provide end-user training, technical guidance and operational support to help users understand their tools, resolve recurring issues independently where possible, and get the most from the workplace technology environment
  • Support and guide Field Support Engineers by translating recurring technical fixes into clear, documented procedures they can follow independently
  • Create, maintain and improve knowledge base articles, troubleshooting guides and SOPs based on resolved incidents, ensuring solutions are reusable and accessible to the wider team
  • Identify repeated incident patterns and recommend improvements to processes, documentation, tooling or escalation flows
  • Report on spare stock levels, flag critical shortages and contribute to threshold reviews to ensure service levels can be sustained
  • Maintain accurate records in the ticketing toolset, ensuring ticket quality reflects the technical detail required for escalation and trend analysis
  • Availability to support activities outside standard business hours, including weekends, may be required with prior notice

Requirements

  • Solid experience troubleshooting Windows 11 in a corporate end-user environment
  • Good working knowledge of Microsoft 365 and endpoint management concepts, preferably with hands-on experience of Microsoft Intune or Autopilot
  • Understanding of Active Directory and Microsoft Entra ID / Azure AD, including user accounts, device objects, group membership, compliance policies and user profiles
  • Networking fundamentals including IP addressing, DNS, DHCP, Wi-Fi, VPN, proxy configuration and basic connectivity testing
  • Ability to interpret error messages, event logs and technical symptoms to form a structured diagnostic approach
  • Strong ticket documentation skills, with experience coordinating effectively across specialist IT teams
  • Proven ability to work independently, exercise sound judgement on escalation decisions and manage multiple open incidents concurrently
  • Clear and confident communication skills, with the ability to engage both end users and technical resolver teams appropriately
  • Compliance with safety protocols and quality standards is expected at all times
  • English is required

Nice to have

  • Experience producing or maintaining knowledge base articles, SOPs or troubleshooting guides in a shared service environment
  • Familiarity with conference room and AV equipment diagnosis and support
  • ITIL Foundation or equivalent service management qualification
  • Experience supporting Mac OS environments alongside Windows
  • Knowledge of the local language of the assigned site is an advantage

What we offer

  • Support for professional accreditations such as ACCA and study leave
  • Flexible arrangements, generous holidays, plus an additional day off for your birthday
  • Continuous mentoring along your career progression
  • Active sports, events and social committees across our offices
  • 24/7 support available from our Employee Assistance Program
  • The opportunity to invest in our growth and success through our Employee Share Plan
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