L1 Support Helpdesk Specialist

About this role

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Skills you'll use

What you'll do

• Act as the first point of contact for all user support related queries regarding core Applications via phone and ticketing system.
• Responsible for resolving basic user request tickets and escalating complex issues to L2 support.
• Take internal and external calls from users regarding Application related incidents or service requests.
• Ensure proper documentation, notification, escalation, tracking & follow up of all incidents/ service request.
• Manage the end-to-end user lifecycle, including creating new accounts, deactivating invalid users, performing password resets, and assigning appropriate permission levels (e.g., Admin or Factory access).
• Serve as the primary troubleshooter for authentication issues, guiding users through Single Sign-On (SSO) procedures vs. standard password logins, resolving account lockouts/expirations, and ensuring users are accessing the correct system environments.
• Provide technical assistance to external partners (suppliers and factories) regarding security protocols, including mTLS certificate installation, credential retrieval, and troubleshooting basic HTTP connectivity errors.
• Assist users in maintaining accurate system records by supporting profile updates, contact management, and the onboarding of new entities or factories within the system.
• Educate and guide users on core system functionalities, such as document management (uploads/downloads), generating inspection reports, and managing workflow statuses.
• Perform initial diagnosis of User Interface (UI) anomalies, such as missing navigation elements or functional restrictions, to distinguish between user error and system defects before escalating.

Who can apply

• Diploma in Computer Science, Information Technology or relevant discipline.
• At least 1–3 years' experience in user support focus on Application Support (L1 focus).
• Strong problem solving and system troubleshooting skills.
• Technically proficient in Microsoft Office and use of Ticketing Systems.
• Good command of written and spoken English; Cantonese and Mandarin is optional.
• Good interpersonal and communication skills.
• Capability to work under pressure & fast path demanding environment.
• To be available immediately/ at short notice.

Perks & benefits

Interview & selection process

3 rounds — typical selection flow for this role:

1. 1Apply — submit your profile through SRKay's online portal
2. 2Screen — initial review and comprehensive phone screening
3. 3Interview — technical assessments and cultural-fit interviews
4. 4Offer

About SRKay Consulting Group

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