IT Service Desk Analyst

DULWICH COLLEGE MANAGEMENT ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

DULWICH COLLEGE MANAGEMENT ASIA PACIFIC PTE. LTD. is seeking an IT Service Desk Analyst to provide first and second line support for Windows, macOS, and MS 365, while handling incidents, service requests, and onboarding tasks.

The role includes security, asset management, and event-support duties across our campuses. The position requires at least 2 years in IT service desk or end-user support, strong communication, and familiarity with ITSM processes.

Qualifications

• At least 2 years' experience in an IT service desk, desktop support or end-user support role.
• Experience supporting Windows and macOS devices and Microsoft 365 in a business environment.
• Working knowledge of ITSM ticketing tools and service desk processes (incidents, service requests, escalation, SLAs).
• Clear, patient, customer-focused communication, able to explain technical issues to non-technical users.
• Strong initiative, integrity and good judgment, including when handling confidential information.
• A structured, logical approach to troubleshooting, including in unfamiliar situations.
• Able to prioritise and manage multiple tickets and tasks at once.

Responsibilities

• Act as a first point of contact for IT support via the service portal, email, phone, Teams and walk-up, communicating clearly.
• Log, categorise, prioritise and diagnose incidents and service requests in the ITSM tool, resolving at first contact where possible and escalating to 2nd/3rd line teams or vendors with complete information.
• Own assigned tickets through to resolution within agreed SLAs, keeping users informed and confirming closure.
• Provide 1st and 2nd line support for Windows and macOS devices, iOS/iPad OS mobile devices, printers, meeting room/AV equipment and Microsoft 365 applications.
• Identify recurring issues and raise them for problem management; follow change management procedures for any change to live systems.
• Create and maintain knowledge base article sand self-service guides to increase self-service and first-contact resolution.
• Produce the monthly service desk report(ticket volumes, SLA attainment, user satisfaction and trends) and recommend improvements.
• Manage joiner, mover and leaver processes, including account creation, access changes, MFA enrolment and timely removal of access.
• Ensure devices are enrolled, patched, encrypted and compliant with security baselines, and follow up non-compliant devices.
• Triage reported phishing and suspicious activity, escalat security incidents promptly, and promote good security habits among staff.
• Handle personal data, including any relating to students and children, in line with information security, data protection(e.g. PDPA) and safeguarding policies.
• Assist the IT Manager and infrastructure team to identify and resolve system issues and risks.
• Collaborate with the Group IT team to ensure smooth and reliable operation of software and systems that support business objectives and processes.
• Create and maintain documentation covering system configuration, process and operations records.
• Monitor system performance and capacity using agreed tools, and provide system statistics and reports.
• Monitor daily backup jobs, investigate failures and carry out periodic test restores in line with business requirements.
• Maintain an accurate register of all IT equipment and software licences, including periodic audits.
• Support device lifecycle management, including deployment, renewal, secure data wiping and environmentally responsible disposal of retired equipment.
• Raise and track IT purchase requests and supplier payments in D365 for the IT and infrastructure teams.
• Onboard new starters on IT systems, produce user guides, and identify and respond to staff IT training needs.
• Work with administration and business teams to set up and support AV and technical needs for meetings and events, including occasional out-of-hours cover.
• SLA attainment for incident response and resolution.
• First-contact resolution rate.
• User satisfaction (CSAT) scores.
• Ticket backlog and ageing.
• Asset register accuracy, verified through periodic audits.
• Knowledge base articles created or updated.
• Adhere to company policies and protocols.
• Coordinate with vendors, manufacturers and other support teams on hardware break-fix, warranty claims and spares.

Skills

IT support

Windows support

macOS support

Microsoft 365

ITSM tools

SLA management

Clear communication

Problem solving

Confidential data handling

Tools

Intune

Configuration Manager

Entra ID / Active Directory

Apple device management (Jamf)

VMware

Veeam

Windows Server

Nutanix

Job description

Job Description:

Service Desk & End-User Support (c. 50%)

• Act as a first point of contact for IT support via the service portal, email, phone, Teams and walk-up, communicating clearly.
• Log, categorise, prioritise and diagnose incidents and service requests in the ITSM tool, resolving at first contact where possible and escalating to 2nd/3rd line teams or vendors with complete information.
• Own assigned tickets through to resolution within agreed SLAs, keeping users informed and confirming closure.
• Provide 1st and 2nd line support for Windows and macOS devices, iOS/iPad OS mobile devices, printers, meeting room/AV equipment and Microsoft 365 applications.
• Identify recurring issues and raise them for problem management; follow change management procedures for any change to live systems.
• Create and maintain knowledge base article sand self-service guides to increase self-service and first-contact resolution.
• Produce the monthly service desk report(ticket volumes, SLA attainment, user satisfaction and trends) and recommend improvements.

Security & Access Management (c. 10%)

• Manage joiner, mover and leaver processes, including account creation, access changes, MFA enrolment and timely removal of access.
• Ensure devices are enrolled, patched, encrypted and compliant with security baselines, and follow up non-compliant devices.
• Triage reported phishing and suspicious activity, escalat security incidents promptly, and promote good security habits among staff.
• Handle personal data, including any relating to students and children, in line with information security, data protection(e.g. PDPA) and safeguarding policies.

Infrastructure & Systems Support (c. 15%)

• Assist the IT Manager and infrastructure team to identify and resolve system issues and risks.
• Collaborate with the Group IT team to ensure smooth and reliable operation of software and systems that support business objectives and processes.
• Create and maintain documentation covering system configuration, process and operations records.
• Monitor system performance and capacity using agreed tools, and provide system statistics and reports.
• Monitor daily backup jobs, investigate failures and carry out periodic test restores in line with business requirements.

Key Systems & Platforms

The IT Service Desk Analyst will support, or assist the infrastructure team with, the following:

• End-user: Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Entra ID / Active Directory, Intune /Configuration Manager, endpoint protection, Windows, macOS and iOS.
• Infrastructure: VMware, Veeam, Windows Server, Nutanix
• Support the application teams with procurement, provisioning and configuration.

Asset Management (c.10%)

• Maintain an accurate register of all IT equipment and software licences, including periodic audits.
• Support device lifecycle management, including deployment, renewal, secure data wiping and environmentally responsible disposal of retired equipment.

Procurement & Supplier Coordination (c.5%)

• Raise and track IT purchase requests and supplier payments in D365 for the IT and infrastructure teams.

Staff Training & Onboarding (c. 5%)

• Onboard new starters on IT systems, produce user guides, and identify and respond to staff IT training needs.

Event Support (c. 5%)

• Work with administration and business teams to set up and support AV and technical needs for meetings and events, including occasional out-of-hours cover.
• Measures of Success
• SLA attainment for incident response and resolution.
• First-contact resolution rate.
• User satisfaction (CSAT) scores.
• Ticket backlog and ageing.
• Asset register accuracy, verified through periodic audits.
• Knowledge base articles created or updated.

Others

• Adhere to company policies and protocols.
• Coordinate with vendors, manufacturers and other support teams on hardware break-fix, warranty claims and spares.

Skill & Experience:

• At least 2 years' experience in an IT service desk, desktop support or end-user support role.
• Hands-on experience supporting Windows and macOS devices and Microsoft 365 in a business environment.
• Working knowledge of ITSM ticketing tools and service desk processes (incidents, service requests, escalation, SLAs).
• Clear, patient, customer-focused communication, able to explain technical issues to non-technical users.
• Strong initiative, integrity and good judgment, including when handling confidential information.
• A structured, logical approach to troubleshooting, including in unfamiliar situations.
• Able to prioritise and manage multiple tickets and tasks at once.

Desirable

• Experience with Intune / Configuration Manager, Entra ID / Active Directory and Apple device management (e.g. Jamf).
• Exposure to server, virtualisation and backup environments (Windows Server, VMware, Veeam, Nutanix).
• Understanding of security fundamentals: MFA, patching, endpoint protection and phishing awareness.
• Relevant certifications, such as ITIL 4 Foundation, Microsoft 365 Endpoint Administrator (MD-102), CompTIA A+/Network+ or Apple certifications.
• Experience in an education or multi-site international organisation.