Desktop Support Analyst (L2 & L3, Town, up to $9000)

People Profilers Pte Ltd; Singapore; Hybrid; SGD 91,000 - 109,000; Full time

Job summary

People Profilers Pte Ltd seeks an experienced Desktop Support professional to deliver end-user support for a global user base, including on-site and remote staff across regions.

You will own desktop issues, diagnose and resolve across a mix of internal and vendor applications in a fast-paced trading environment, and coordinate onboarding/offboarding. The role emphasizes ITIL practices, ITSM tooling, and proactive incident management.

Qualifications

• 5+ years of desktop and end-user support experience in a complex environment.
• Microsoft 365 and Azure certifications are required or highly preferred.
• Strong knowledge of networking, infrastructure and applications from a desktop support perspective.
• Experience with Windows Server 2016/2019 and Windows 10/11.
• Experience provisioning devices using SCCM and/or Intune.
• Experience with ITSM tools (Jira, ServiceNow, Remedy).
• Experience with Office 365 administration and cloud logging/monitoring (Azure Monitor, Log Analytics).
• Familiarity with platforms such as Citrix, Exchange, VDI, and VOIP.
• ITIL knowledge is an advantage.
• Experience with desk moves and change-controlled deployments.

Responsibilities

• Provide day-to-day operational end-user support for a global user base.
• Own and manage desktop support issues with professional communication.
• Diagnose and resolve issues across internally developed and vendor applications for trading.]
• Coordinate onboarding/offboarding for staff.
• Define and implement team processes with up-to-date Confluence documentation.
• Track incidents and service requests using Jira; report progress to stakeholders.
• Maintain system knowledge to troubleshoot a wide range of issues.
• Collaborate with teams to plan and test enhancements.
• Contribute to process improvements across desktop infrastructure and security.
• Participate in global projects and change initiatives.

Skills

End-user support

Desktop support

Stakeholder management

Prioritization under pressure

Communication

Education

Microsoft 365 and Azure certification

Tools

Jira

ServiceNow

Remedy

SCCM

Intune

Azure Monitor

Log Analytics

Active Directory

Job description

MNC

12 months renewable contract (Convertible to Perm)

Basic Salary: up to $9,000 + OT and Standby if applicable

Essential Responsibilities:

• Provide day-to-day operational support for the end-user-computing estate and a diverse 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 in support of the trading business.
• 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.
• Shareknowledge 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.

Qualifications/Requirements:

• Minimum 5 years of relevant work experience delivering desktop and end-user support within a complex trading environment, involving multiple stakeholders and third-party vendors.
• Relevant Microsoft 365 and Azure certification(s).
• Demonstrable knowledge of networking, infrastructure, and applications from a desktop support perspective.
• Experience diagnosing and remediating system issues in a Windows Server 2016/2019 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).
• Knowledge of ITIL framework, certification an advantage.
• Experience with managing desk moves.
• Experience using ITSM tools (Jira, ServiceNow, Remedy etc.)
• Experience administering Microsoft Office 365
• Experience with cloud-focused logging and monitoring tools (preferably using Azure Monitor with Application Insights and Log Analytics).
• Experience with any of the following platforms/systems: Allegro Horizon ETRM, Trayport Global Vision/Joule, FXAll, WebICE, SunSystems/Q&A, Softmar, Veson IMOS, FEA (Allegro Analytics), Zema, Cubelogic, Bloomberg and Reuters.

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

We regret that only shortlisted candidates will be notified