Help Desk Support Engineer

Role Type: Helpdesk Support Engineer

Location: Singapore

Experience Required: 6-8 years

About the Role

We are looking for a Helpdesk Support Enginee r / ICT Operations Support resource to support the operational takeover and steady-state management of enterprise services (including COMET, StellarNet, and COMET Mobile) . This role focuses on day-to-day operational follow-through across multiple stakeholders, ensuring service continuity, accurate operational records, and timely closure of requests and issues. You will also support service improvements and security-conscious operating models for different user groups.

Key Responsibilities

• Support ICT service operations by reviewing current processes and ways of working, identifying gaps, and driving improvements with relevant owners
• Manage and track subscriptions, billing, cost recovery, funding references (AOR/WBS), procurement/logistics interfaces , utilisation, and payment reconciliation
• Maintain an accurate operational picture across service requests, quotas, migrations, lease extensions, outstanding actions, and key dependencies
• Coordinate across stakeholders (e.g., service owners, technical teams, finance/funding, procurement, vendors) to drive actions to closure
• Support Technical Service Manager (TSM) continuity by coordinating day-to-day activities, tracking staffing/contract/funding readiness, and mitigating transition risks
• Oversee COMET Mobile and device operations , including procurement support, demand tracking, device/account mapping, configuration, onboarding/handover, replacement, reassignment, and termination
• Maintain accurate device, subscription, and user entitlement records , and coordinate resolution of operational issues
• Support service flexibility initiatives by helping explore differentiated operating models (eligibility, approvals, provisioning) for different user populations
• Assist in coordinating proportionate security controls for different user groups (including temporary staff), including access control concepts where applicable
• Maintain operational governance artefacts such as SOPs, RACI matrices, process flows, action/decision trackers , and operations handover documentation

Screening Requirements / Skills (Must-Have)

• Experience in public-sector or large-enterprise ICT environments
• Strong understanding of ICT service delivery, operations, service management, and vendor management
• Familiarity with asset/device lifecycle management , endpoint provisioning, software baseline controls, and access-control concepts
• Comfortable working with funding, billing, subscription, asset, and service records , including reconciliation and dependency tracking
• Strong coordination skills with disciplined follow-through; able to manage multiple stakeholders and drive closure
• Strong written and verbal communication; able to explain operational and security considerations to both technical and non-technical stakeholders
• Strong documentation skills (process visualisation, trackers, handover packs)

Nice-to-Have / Advantage

• Experience with GovTech-related service models , Whole-of-Government shared services, or vendor-managed ICT services
• Exposure to MINDEF/SAF ICT operating context
• Prior experience supporting operational transition/takeover into steady-state operations