IT Helpdesk Executive

· 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.