Job Description

·      We are seeking a proactive and customer-focused IT Helpdesk Support Analyst to provide end-to-end application and technical support for enterprise systems. 

·      The ideal candidate will be responsible for managing helpdesk requests, resolving user issues, maintaining knowledge resources, and ensuring high-quality support services. Candidates with SAP HCM ERP experience will have a distinct advantage. 

Key Responsibilities 

·       Helpdesk & Incident Management Log, categorize, track, and resolve helpdesk requests from initiation to closure. 

·      Ensure timely follow-up and resolution of user incidents and service requests. 

·      Provide first-level support via phone, email, and ticketing systems. 

·      Diagnose issues using existing knowledge articles, FAQs, and troubleshooting guides.

·       Knowledge Management Build, maintain, and continuously improve the Helpdesk Knowledge Base. 

·      Update FAQs, user guides, case studies, standard operating procedures (SOPs), and troubleshooting documentation. 

·      Recommend improvements to support documentation and processes. 

·      Reporting & Analysis Prepare Helpdesk Query Analysis Reports to identify trends and recurring issues. 

·      Recommend preventive measures and process improvements to reduce recurring incidents. 

·      Support audit requests by retrieving historical tickets and system information. 

·      User Communication Communicate planned system maintenance, outages, enhancements, and software provisioning instructions. Prepare and disseminate user notifications and service announcements. 

·      Process Improvement Review and enhance helpdesk processes and operational procedures. Ensure compliance with service standards and support best practices.

Required Education & Skills

·      Computer Science Information Systems Information Technology Engineering Science Or an equivalent discipline 

·      Technical Skills IT Helpdesk / Service Desk Support Incident & Request Management Ticketing Systems 

·      End User Support Knowledge Base Management Helpdesk Reporting Root Cause Analysis 

·      Microsoft Office Suite ERP Knowledge SAP HCM ERP

·      Communication Excellent verbal and written communication skills Strong customer service orientation Ability to communicate effectively with end users and stakeholders 

Required Experience 

·      Minimum 2 years of experience in IT Helpdesk, Service Desk, or Application Support. 

·      Experience supporting enterprise applications is preferred.

·      Hands-on experience with SAP HCM ERP is highly preferred. 

·      Experience supporting MINDEF/SAF HR projects will be an added advantage.