DESKSIDE SUPPORT ENGINEER

Ricoh Hong Kong Limited; Singapore; On-site; SGD 36,000 - 52,000; Full time

Job summary

Ricoh Hong Kong Limited in Singapore seeks a Diploma-qualified IT Helpdesk Support specialist to provide desktop, software, and network issue resolution for end users, maintain IT operations, install software, deploy patches, manage IT assets, and coordinate with Level 1 and Level 2 support to meet SLAs.

The role requires strong communication in English and Chinese, ITIL familiarity, and a proactive, team-oriented mindset in a fast-paced enterprise environment.

Qualifications

• Possess at least a Diploma in IT/Computer Science.
• At least 2 years in relevant IT desktop support in a large enterprise.
• Fluent in English and Chinese for communication with HK & China offices.
• Experience with ITIL incidents, problems, requests, and change/configuration management.

Responsibilities

• Provide technical support to end-users on IT hardware, software and network issues.
• Daily IT operation support: PC setup, software installation, patch deployment, IT inventory control, and backups.
• Escalate issues to Level 2 and coordinate with Level 1 Desk to ensure timely resolutions per SLAs/KPIs.
• Manage IT assets, warranties, licenses, and contracts; liaise with vendors for procurement.

Skills

Good communication and interpersonal

Fluent in English and Chinese

ITIL knowledge

Education

Diploma in IT/Computer Science

Job description

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Job Responsibilities

• Provide technical supports to end-users on IT hardware (desktop, laptops, network equipment etc.), software and network related issues.
• Daily IT operation support including PC setup, software installation, patch deployment, IT inventory control, and backup operation.
• Work closely with Level 1 Service Desk to ensure the smooth escalation of problems/incidents to Level 2.
• Provide timely response as per predefined SLAs and KPIs.
• To manage/troubleshoot/resolve end user’s problems/incidents promptly following established procedures.
• Handle and dealing with vendors for IT Procurement.
• Manage corporate/customer IT assets, including hardware warranty, licenses, and contracts.
• Involve in IT project and any other tasks as per assigned.

Solution Support

• Solution/Application - Perform installation, preventive/corrective maintenance, IT service, software, and solution application.
• Provide on-site service or remote support on software, solution application and information technology.
• Work with project team to deploy implementation of Hardware Equipment and Solutions Products.

Requirements

• Possess at least a Diploma in IT/Computer Science.
• At least 2 years in relevant working experience in a large-scale enterprise environment providing desktop support to end users.
• Good communication and interpersonal skills. Fluent in English and Chinese to communication with Chinese Associates in Hong Kong & China Office.
• Experience in ITIL (Information Technology Infrastructure Library) – Incident Management, Problem Management, Request Fulfilment, and Change/Configuration Management.
• Resourceful, strong problem-solving and analytical skills.
• Willing to work in a fast –paced, dynamic and team-oriented environment.

Information provided will be treated in strict confidence and only be used for recruitment related purposes. All personal data of unsuccessful candidates will be destroyed on completion of the recruitment exercise.