Desktop Support Specialist

Nanyang Tech Pte Ltd; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading tech company in Singapore is seeking an IT Support Specialist responsible for managing service desk ticket queues and providing effective troubleshooting for incidents. The ideal candidate should have at least 2 years of experience in IT customer service, strong technical skills in Windows and Apple OS, and excellent organizational abilities. This role emphasizes collaboration within a global support team to enhance service delivery and assist in onboarding processes.

Qualifications

• At least 2 years’ experience in the IT industry and Customer Service Role.
• Strong expertise in both Windows and Apple operating systems.
• Understanding of ITIL principles.

Responsibilities

• Ensure the effective management of service desk ticket queues.
• Fundamental to advanced troubleshooting for incidents from end users.
• Assist hiring manager with IT equipment preparation.

Skills

Customer service skills

Technical troubleshooting

Organizational skills

Teamwork skills

Attention to detail

Tools

ServiceNow

JamF

AWS

Microsoft Autopilot

Job description

Your responsibilities will include but not limited to;

Responsibilities

• 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.

Core skills

• 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 tointeract 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

Beneficial skills

• 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.

• ServiceNow

• JamF

• Microsoft Autopilot

• AWS

• MDM (Intune, Cloud hosted or SaaS)

• On Prem Active Directory / Azure Active Directory

• Network troubleshooting