L1 Support Helpdesk Specialist

• Act as the first point of contact for all user support related queries regarding core Applications via phone and ticketing system
• Responsible for resolving basic user request tickets and escalating complex issues to L2 support
• Take internal and external calls from users regarding Application related incidents or service requests
• Ensure proper documentation, notification, escalation, tracking & follow up of all incidents/ service request
• Manage the end-to-end user lifecycle, including creating new accounts, deactivating invalid users, performing password resets, and assigning appropriate permission levels (e.g., Admin or Factory access)
• Serve as the primary troubleshooter for authentication issues, guiding users through Single Sign-On (SSO) procedures vs. standard password logins, resolving account lockouts/expirations, and ensuring users are accessing the correct system environments
• Provide technical assistance to external partners (suppliers and factories) regarding security protocols, including mTLS certificate installation, credential retrieval, and troubleshooting basic HTTP connectivity errors
• Assist users in maintaining accurate system records by supporting profile updates, contact management, and the onboarding of new entities or factories within the system
• Educate and guide users on core system functionalities, such as document management (uploads/downloads), generating inspection reports, and managing workflow statuses
• Perform initial diagnosis of User Interface (UI) anomalies, such as missing navigation elements or functional restrictions, to distinguish between user error and system defects before escalating

• Diploma in Computer Science, Information Technology or relevant discipline
• At least 1–3 years' experience in user support focus on Application Support (L1 focus)
• Strong problem solving and system troubleshooting skills
• Technically proficient in Microsoft Office and use of Ticketing Systems
• Good command of written and spoken English
• Good interpersonal and communication skills
• Capability to work under pressure & fast path demanding environment
• To be available immediately/ at short notice

Cantonese and Mandarin is optional