Desktop Support Analyst #IJW

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Singapore seeks an experienced IT Support Specialist to provide day-to-day operational support for desktop environments. The ideal candidate will have over 5 years of experience in desktop and end-user support, along with comprehensive knowledge of networking, Windows environments, and ITSM tools. This role involves troubleshooting issues, documenting processes, and collaborating with various teams to improve technology standards. Interested applicants should email their applications.

Qualifications

• 5+ years of desktop support experience in a complex environment.
• Strong understanding of networking and infrastructure.
• Experience in Windows and Microsoft environments.

Responsibilities

• Provide operational support for end-user computing.
• Diagnose and resolve system issues for users.
• Document support processes and procedures.

Skills

Desktop and end-user support experience

Networking knowledge

Windows Server 2016/2019 and Windows 10/11 experience

Device provisioning using SCCM and/or Intune

Active Directory and Group Policy Management

ITSM tools experience

Microsoft Office 365 administration

Microsoft Azure administration

Tools

Jira

ServiceNow

Microsoft Defender

Microsoft Endpoint Manager

Job description

Responsibilities

• Provide day-to-day operational support for the end-user-computing estate and global user base, including on-site and remote employees across multiple regions.
• Take ownership, and be a central point of contact, for any desktop support issues reported by users, ensuring professional and regular communication is provided.
• Diagnose and resolve system issues across a range of both internally developed and vendor supplied applications
• Follow-up on fixes for escalated issues.
• Facilitate on-boarding and off-boarding for starters, movers, and leavers.
• Define and implement team processes to handle all support activities including the provision of up-to-date documentation in Confluence.
• Effectively record and monitor progress of all incidents and service requests raised into Jira, providing timely feedback to the business and stakeholders as required.
• Maintain a comprehensive working knowledge of systems to troubleshoot a wide variety of technology issues.
• Collaborate with relevant teams to plan, test, and deliver on-going enhancements.
• Contribute to the development and improvement of processes and technology standards across the desktop infrastructure and security domains.
• Operate within a change-controlled environment and ensure that deployments are conducted in accordance with relevant release procedures.
• Proactively monitor the estate for availability, capacity, and performance.
• Participate in a wide variety of global projects, improvements, and controls activities to enable growth in business footprint, innovation, and digital transformation.
• Share knowledge and expertise with others, coaching and mentoring peers as required.
• Occasional work outside of normal business hours may be required at times, for major incidents and/or planned maintenance.
• Ad Hoc Assignments: carry out any other tasks assigned by the supervisor

Requirements

• Minimum 5 years of relevant work experience delivering desktop and end-user support within a complex environment, involving multiple stakeholders and third-party vendors.
• Demonstrable knowledge of networking, infrastructure, and applications from a desktop support perspective.
• Experience diagnosing and remediating system issues in a Windows Server2016/2019 and Windows 10/11 environment.
• Experience with device provisioning using SCCM and/or Intune.
• Experience of working with and troubleshooting issues related to any of the following: Active Directory, Group Policy Management, Security/Anti-Virus, Networking, Microsoft Office, Email/Exchange, Citrix, Mobile Device Management and Telephony/VoIP (preferably Cisco)
• Experience using ITSM tools (Jira, ServiceNow, Remedy etc.)
• Experience administering Microsoft Office 365.
• Experience administering Microsoft Azure (e.g., Azure AD/RBAC).
• Knowledge of a scripting language (e.g., PowerShell or Python).
• Familiarity with the Atlassian product suite (e.g., Jira and Confluence etc).
• Experience with software-defined networking and security controls (SDWAN/SASE).
• Experience with desktop-as-a-service and modern management (especially with Azure Virtual Desktop, Microsoft Defender, and Microsoft Endpoint Manager).
• Relevant Microsoft 365 and Azure certification(s).

Interested applicants, please Email [e-mail]

John (Joax) Wong

Recruit Express Pte Ltd

EA License No. 99C4599

EA Personnel Registration Number: R23117179