Purpose of Role

This is a permanent role based in Singapore. This is to cope with day-to-day BAU End User activities, focusing on ensuring the efficient and effective operation of IT systems from the end user's perspective.

Location is Singapore  Individual contributor

2. Primary responsibilities – 

 

User Support and Troubleshooting First-Line Support: Address and resolve issues that end users face with hardware, software, and network services. Problem Diagnosis: Identify the root causes of technical problems and provide timely solutions. Troubleshooting Tools: Use diagnostic tools to investigate and resolve incidents quickly.

                    2. Technical Assistance

Help Desk Services: Manage incoming support requests via various channels (email, phone, chat) and keep users informed about their issue status. On-Site Support: Provide hands-on assistance for hardware and software issues that cannot be resolved remotely.   

                  3. Maintenance and Upgrades

Regular Maintenance: Conduct routine checks and maintenance on end-user devices to ensure operability. System Upgrades: Assist with the rollout of updates and new software installs, including OS upgrades and application installations.    

                 4. User Training and Documentation

Train End Users: Develop and conduct training sessions for users on new systems and software applications. Create Documentation: Produce user manuals, guides, and FAQs to assist users in independent troubleshooting.

                5. Configuration and Deployment

Device Setup: Configure and deploy end-user devices, including computers, tablets, and smartphones, ensuring they meet company specifications. Software Installation: Manage the installation of required software applications and tools. 

                6. Collaboration with IT Teams

Work with IT Departments: Coordinate with other IT specialists, such as network engineers or system administrators, to resolve complex issues. Participate in Projects: Engage in IT projects that impact end-user systems, providing input from the user perspective.

              7. Security Awareness

Promote Security Practices: Educate users on security best practices, including safe password management and identifying phishing attempts. Implement Policies: Ensure compliance with IT security policies and procedures among end users.

             8. Feedback Collection

User Feedback: Gather feedback from end users about their experiences and issues, contributing to improvements in IT services and systems.

            9. Performance Monitoring

System Monitoring: Keep track of the performance of end-user systems and proactively address potential issues before they affect users. 

 

       A) The results required for success –

Attend to user and ensure request is completed within timeline ensure that end users have the necessary support to perform their duties effectively Deployment of IT equipment within agreed timeline. to minimize downtime caused by technical issues. 

 

Key Accountabilities & Responsibilities 

Key Accountabilities:

Technical Support: Provide timely and effective assistance to end users experiencing technical issues with hardware, software, and networking. Issue Resolution: Accurately diagnose and troubleshoot problems, escalating issues to appropriate teams when necessary. Collaboration: Work collaboratively with other IT staff to ensure cohesive support efforts and share knowledge regarding issues and resolutions. Compliance: Adhere to company policies and procedures, including data privacy and security protocols.

 

Key Responsibilities:

Help Desk Support:

Respond to support tickets and inquiries via phone, email, or chat. Resolve issues related to desktop and laptop computers, peripherals, and mobile devices.

 

Software Installation and Configuration:

Install, configure, and maintain operating systems, applications, and security software. Assist with software updates and patches to ensure security and functionality.

 

Hardware Setup and Maintenance:

Set up, maintain, and troubleshoot hardware including computers, printers, and other peripherals. Perform routine hardware maintenance and resolve hardware-related issues.

 

User Training:

Provide basic training to users on software applications and IT best practices. Create user guides or FAQs to assist with common issues and questions.

 

Asset Management:

Keep track of IT assets and ensure they are accounted for, including inventory management. Assist in the onboarding and offboarding of employees regarding IT equipment and access.

 

Networking Support:

Troubleshoot network connectivity issues and assist with VPN or remote access setup. Support users in configuring device settings for network access and security.

 

Monitoring and Reporting:

Monitor the status of support tickets and provide updates and feedback to users. Generate reports on common issues or trends to help inform IT strategies.

 

Continuous Learning:

Stay updated on technological advancements and best practices in IT support. Participate in training sessions to enhance technical skills and knowledge.

 

Documentation:

Document new findings into knowledge base 

 

Required Skills & Experience

Education required – Minimally a Diploma in Information/Computer Science  Early career entry Knowledge in Microsoft Windows Operating Systems Strong communication skills Problem/issue resolving ability – to resolve issues in a timely manner and with a clear escalation path if needed Good time management skills High demand on quality and ability to work independently