Junior End User Support Analyst - Singapore

Black Sun plc; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading stakeholder engagement firm in Singapore is seeking an IT Support Specialist to deliver hands-on assistance and maintain technical systems. The role requires a minimum of 1 year’s experience in technical support, proficiency in troubleshooting Mac and Windows, and strong communication skills. The successful candidate will be involved in managing IT assets, providing desk-side support, and contributing to IT documentation and improvement initiatives. This position offers a unique workspace and notable employee benefits.

Benefits

22 days annual leave plus bank holidays

24/7 wellbeing support

Discretionary annual bonus for performance

Access to self-paced learning through Viva Learning

Qualifications

• Minimum 1 year's experience in a similar support role.
• Hands-on experience troubleshooting both Mac and Windows devices.
• Good knowledge of Windows and/or macOS operating systems.

Responsibilities

• Respond to support requests from end users.
• Provide desk-side and remote support for desktop systems.
• Manage IT asset lifecycle management including procurement.

Skills

Troubleshooting

Communication

Collaboration

Tools

Microsoft Intune

Azure Active Directory

Ticketing Systems

Job description

About us:

The Positive Change Group consists of four pre-eminent agencies: Black Sun Global, People-Made, Stratton Craig and GoCo. Each agency brings together deep expertise on different aspects of stakeholder advisory and engagement – including brand culture, strategic communications, reporting, ESG advisory, analytics and creative storytelling. Current clients within the Group include major international firms, such as AstraZeneca, Burberry, Diageo, Meta, Olam, Virgin Atlantic and Vodafone.
With headquarters in London, Singapore, and offices worldwide, the group is transforming the way companies engage with their customers, employees, investors, and communities worldwide. As business increasingly recognises that long-term success is dependent on the support and advocacy of their stakeholders – the Positive Change Group is helping their clients to inspire trust, build more positive relations and create sustainable value for the people that matter most to them.

Join the people driving positive change:

Change starts with people. Our global teams bring together different disciplines, nationalities and perspectives, driven by a shared belief that business can be a force for good.
Guided by our Group Values - to learn and grow, go together, show respect, be courageous and deliver excellence - we bring these principles to life every day through our work and each other.
We call it The Changemaker Way: a culture built on trust, inclusion and doing what’s right. It’s how we learn, lead and grow - and make a difference that lasts.

The Role

This is a hands‑on support role where you'll work alongside our End User Support Services, IT Security, and DevOps teams to deliver efficient, day‑to‑day IT support across the organisation. You'll be the friendly face (and voice!) of IT, helping colleagues solve technical problems and keeping our systems running smoothly.
Over the years, we have made significant investments in our technology, ensuring you have access to an outstanding set of tools to help you excel in your role. You will work with industry‑leading platforms such as JAMF Pro, Microsoft Intune, ControlUp, CrowdStrike, HALOITSM, and Atlassian—enabling you to resolve issues swiftly, collaborate effectively, and deliver top‑tier support to our users.
The Group are in the midst of undergoing a digital transformation in the End User technology space, with a focus on adopting Microsoft Cloud technologies to achieve this objective. As part of this wider initiative, we will look to you to provide support and lead on technical projects where necessary.

What you’ll be doing:

• Respond to support requests – answer calls, emails, and tickets from end users, troubleshooting hardware, software, and network issues whilst maintaining helpdesk SLAs
• Provide desk‑side and remote support – install, configure, and maintain desktop systems and applications across both Windows and macOS devices for our global workforce
• Manage IT assets – handle end‑to‑end IT asset lifecycle management including procurement, stock control, maintenance, and disposal
• Collaborate with the wider IT team – elevate complex issues when needed and work together to resolve problems efficiently
• Document everything – contribute to technical documentation, knowledge articles, and process definitions to help the team improve
• Spot trends and improvements – monitor support tickets, identify patterns, and recommend opportunities for continuous improvement
• Support digital transformation – play your part in our ongoing adoption of Microsoft Cloud technologies

What we’re looking for:

Essential:

• Minimum 1 years’ experience in a similar support role
• Hands‑on experience with troubleshooting both Mac and Windows devices in a business environment
• Good working knowledge of Windows and/or macOS operating systems
• Strong communication skills and a real passion for helping people solve problems
• Ability to stay calm under pressure and manage multiple priorities
• A collaborative, can‑do attitude with the initiative to own problems through to resolution
• A sense of humour and the desire to work in a supportive, fun environment

Desirable:

• Familiarity with Azure Active Directory or Microsoft 365 Admin Suite
• Basic understanding of ITIL principles or experience working to SLAs
• Knowledge of ticketing systems
• Any IT qualifications such as CompTIA A+ or ITIL Foundation

Interview Process

1. Initial chat with our Talent Acquisition Manager
2. First interview (Teams) with Hiring Manager
3. Final interview (face‑to‑face) with Hiring Director and Hiring Manager

What we offer:

• Unique Workspace – 1920s heritage building in Chinatown with a rooftop garden hosting 70+ species of bees and butterflies.
• 22 days annual leave plus bank holidays, 14 days paid medical/childcare leave,
• Remote GP service (MindMed), and 24/7 wellbeing support (ComPsych EAP) for you and family.
• Bonus Scheme – discretionary annual bonus for great performance.
• Development – cccess to Viva Learning platform with thousands of courses, videos, and articles for self‑paced growth.
• Open Culture – Your voice matters. Approachable managers and genuine input into how we work.
• Team Socials – Regular celebrations, festive lunches, and social events throughout the year.

Why Join Us?

We see this role as starting a successful career, not just a job. Attracting and retaining the right people for our team is an absolute priority for us and we take their career development seriously from day one. You will have access to a full programme of training and plenty of autonomy to develop new skills and contribute ideas. We take every aspect of the work we deliver for clients seriously and we work to maintain the highest possible standards in everything we do for them and for the firm. But as well as being passionate about our work, we are supportive, collaborative and positive, always looking to make what we do enjoyable and rewarding.
Joining The Positive Change Group means becoming part of an inclusive, dynamic community where your talents are nurtured, and your career can thrive. With great benefits and continuous professional development, as one of our ChangeMakers you’ll not only grow but also have the opportunity to make a difference every day, shaping the future of communications – and having fun along the way.

We pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best work and be relevant in a rapidly changing world. We welcome applicants from all backgrounds to apply and would encourage you to let us know if there are steps we can take to ensure that your recruitment process enables you to present yourself in a way that makes you comfortable.

For more information, please visit:
www.positivechangegroup.com
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