Desktop Support Specialist

THE BURGEON CONSULTING; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

The Burgeon Consulting is seeking a motivated IT Support Specialist to join our global service desk. You will handle day-to-day end-user incidents across Windows and Apple devices, manage tickets, and assist with onboarding of new staff in Singapore.

You will contribute to knowledge base creation, support hardware, software, and networking basics, and help drive process improvements within ITIL-aligned practices in a dynamic enterprise environment.

Qualifications

• At least 2 years' IT and customer service experience.
• Experience in a large organization (700+ users) in a service/support role.
• Strong customer service and professional interaction with executives and business users.
• Proficient with Windows and macOS; basic networking and printing knowledge.
• Familiar with ITIL principles.

Responsibilities

• Collective responsibility with the global support team to manage Service Management ticket queues based on priority & commitment.
• Manage your personal ticket queue effectively.
• Troubleshoot day-to-day incidents or requests involving hardware, software or networking; ensure all efforts are captured in the ticketing system.
• Provide basic Mobility Support.
• Assist onboarding and prepare IT equipment for new employees (IT portion).
• Create documentation: processes, policies, training material, quick reference guides, knowledge base articles.
• Understand metrics reflecting the group's performance and report feedback.

Skills

Customer service

Windows

macOS

Networking basics

ITIL knowledge

Tools

ServiceNow

Jamf

Intune

Autopilot

Azure AD

Active Directory

AWS

Job description

(Renewal or extension will be subject to business requirements, performance, mutual agreement and applicable company policies.)

Key Responsibilities

• Your responsibilities will include but not limited to;
• Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
• Effective management of your personal ticket queue.
• Fundamental to advanced troubleshooting for day to day incidents or requests from Illumina End Users involving hardware, software or networking. Ensuring that all efforts are captured on to the ticketing system.
• Basic Mobility Support
• Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).
• Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock. Effective management of hardware and software distributed to employees.
• Knowledge Base Usage, Reference and Collective Improvement.
• Timely support of End User Issues or Requests.
• Assisting hiring manager on onboarding process and preparation of IT equipment of new employees (IT portion).
• Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
• Understanding of various metrics reflecting the group's performance.
• Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.
• Narrowing down issue and redirecting issues to SME as and when necessary.
• Report customer feedback and potential improvements.

Job Requirements

• At least 2 years' experience in the IT industry and Customer Service Role
• At least 2+ years' related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment).
• Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users.
• Maintains a high degree of professionalism in actions, demeanor and dress.
• Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments.
• Possess a strong technology background with the ability to execute a task or project to completion.
• Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire.
• Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.
• Excellent teamwork skills and the ability to work unsupervised.
• Demonstrated performance and aptitude consistent with Illumina core values and culture.
• Handles confidential and sensitive matters with tact and diplomacy.
• Understanding of ITIL principles

The following skills are beneficial;

• Experience supporting Board level Executives directly.
• Audio Visual event support experience.
• Event support (Internal All Staff's, offsite meetings)
• Creation of support documentation, Guides and manuals.
• Service Now
• JamF
• Microsoft Autopilot
• AWS
• MDM (Intune, Cloud hosted or SaaS)
• OnPrem Active Directory / Azure Active Directory
• Network troubleshooting