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