Job Description

Yuka is seeking a dedicated IT Helpdesk to join our dynamic team in Singapore. Here, you will play a crucial role in providing high-quality first level IT support to the customers and fostering a culture of collaboration, transparency, and accountability.
We are offering a 2-year renewable contract based on satisfactory performance and strong performers may be converted to Permanent staff.

Job Responsibilities
User Support & Incident Handling

• Provide first-level IT support via phone, email, and chat.
• Log, categorize, and prioritize incidents and service requests using ServiceNow.
• Perform initial diagnosis and resolve or escalate issues according to ITIL processes.
• Monitor ticket queues and ensure timely resolution in line with SLAs.
• Maintain clear communication with users throughout the support lifecycle.

Knowledge & Documentation

• Update and maintain internal knowledge base articles.
• Document troubleshooting steps and resolutions for future reference.
• Contribute to continuous improvement of support documentation and workflows.

IT Provisioning & Access Management

• Install and configure software and basic hardware.
• Set up network access, printers, and shared resources.
• Manage user permissions and license allocations.
• Ensure compliance with internal security and access policies.

Collaboration & Process Improvement

• Work closely with other IT teams to resolve complex issues.
• Participate in service improvement initiatives and feedback loops.
• Support audits and reporting related to ITIL processes and SLA metrics.

Job Requirements

• Diploma in any relevant field.
• Minimum 1 year of experience as IT Help Desk/IT Support or with working IT knowledge supporting global teams are welcome to apply.
• ITIL Foundation certification is advantageous.
• Can maintain and update knowledge-based articles.
• Ensure compliance with SLAs and ITIL processes (Incident, Request, Problem Management and etc).
• Collaborate with other IT teams to ensure seamless service delivery.
• Proficient in PC operating skills on MS Windows (Outlook, Word, Excel, internal application software and etc) and iPad on iOS.
• Able to perform business tasks in English (reading, writing, speaking).
• Able to communicate effectively with Chinese-speaking stakeholders in Mandarin is a plus.

Working Conditions
Location: TUAS SOUTH
Work Hours: Monday to Friday, 8AM to 5PM
Environment: Collaborative and inclusive workplace with opportunities for professional development
Salary: Competitive monthly salary based on experience and qualifications
Application Instructions
Interested applicants, please submit your application with your expected salary and notice period to
We regret that only shortlisted candidates will be notified.

Skills Required