Helpdesk Support

ITCAN PTE. LIMITED; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking an onsite IT Support specialist to handle end-user issues, Microsoft 365 tasks, and meeting room system management. You will manage incidents, onboard/offboard users, and maintain device inventories to ensure smooth daily operations.

Responsibilities include AV troubleshooting, ITSM logging, security patching, and supporting VIP users while pushing automation and improved workflows with AI tools within the M365 ecosystem.

Qualifications

• Experience delivering onsite IT support for end users.
• Proficient with Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint).
• Comfort with AV/meeting room systems and basic network concepts.

Responsibilities

• Provide onsite support for laptops, desktops, printers, peripherals, and software issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Troubleshoot meeting room AV and conferencing issues including Teams Rooms, displays, microphones, cameras, and screen sharing.
• Log and manage incidents/service requests in ITSM tools.
• Support user onboarding/offboarding and device setup.
• Maintain IT asset inventory and coordinate hardware replacements.
• Escalate complex issues to relevant teams/vendors.
• Enhance IT security and vulnerability patch management for end-user devices.
• Enhance AI helpdesk capabilities to improve workflow and automation.
• Analyze helpdesk tickets and Intune metrics to identify recurring problems and propose improvements.
• Update IT SOP documentation to improve end-user experience.
• Provide end-user IT operations & Support.
• Support the M365 ecosystem, including Copilot support.
• Handle SharePoint-related requests and enhancements.
• Lead ongoing IT infrastructure improvement initiatives (server room and office network).
• Provide dedicated support for VIP users.

Skills

Onsite support

Microsoft 365

Meeting room systems

ITSM processes

User onboarding

Asset inventory

Vendor escalation

Security patching

Intune analytics

Tools

ITSM tools

Microsoft Intune

Copilot in M365

SharePoint

Job description

Provide onsite technical support for end-user IT issues, Microsoft 365 applications, and meeting room systems. The role covers deskside support, incident resolution, device setup, user onboarding/offboarding, and ensuring meeting rooms function properly for business operations.

Responsibilities

• Provide onsite support for laptops, desktops, printers, peripherals, and software issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Troubleshoot meeting room AV and conferencing issues including Teams Rooms, displays, microphones, cameras, and screen sharing.
• Log and manage incidents/service requests in ITSM tools.
• Support user onboarding/offboarding and device setup.
• Maintain IT asset inventory and coordinate hardware replacements.
• Escalate complex issues to relevant teams/vendors.
• Enhanced IT security and vulnerability patch management for all end-user IT devices.
• Enhancing the AI helpdesk capabilities to improve the workflow and automation on routine IT.
• Analyzing the helpdesk tickets and Microsoft Intune metrics to understand the recurring problem to provide improvement solutions.
• Reworking IT SOP documentation to improve end-user experience.
• End-user IT operations & Support.
• Microsoft M365 ecosystem, including Copilot support.
• SharePoint-related requests and enhancements.
• Ongoing IT infrastructure improvement initiatives (server room and office network).
• Dedicated support for VIP users.