Senior End User Support Specialist

BW Maritime Pte. Ltd.; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

A leading company in maritime logistics is seeking an experienced IT Support Specialist. The role involves providing comprehensive support to end users, ensuring IT services meet operational needs, and managing vendor relationships for smooth operation. Ideal candidates will have extensive experience in end-user support, a degree in IT, and a commitment to excellent customer service.

Qualifications

• Minimum of 5 years of end-user computing support.
• Excellent oral & written communication skills.
• Ability to interface with executive level management.

Responsibilities

• Support end users in troubleshooting hardware/software issues and O365.
• Manage the Joiner/Mover/Leaver process and onboarding.
• Create training materials for end user IT services.

Skills

Customer management

Problem-solving

Communication

Initiative

Education

BS in Computer Science, Information Technology, or related field

Relevant certification (eg ITIL)

Job description

Job Responsibilities:

• Support the end user to ensure capabilities and SLA in troubleshooting and diagnosing hardware and software configuration problems and O365 support.

• Assists users in the proper use of their desktop computer and its hardware, the network, and all supported software. This includes installing computers/printers and software on client desktops and/or notebook computers.

• Assists users with work requests and incidents from the Global Service Desk tool, communicating progress until resolved. Makes end user computing product recommendations. Liaison to the business for user escalations.

• Responsible for the Joiner/Mover/Leaver process, onboarding, and learning and testing end user technologies on an ongoing basis, taking advantage of the many training opportunities that will be available internally and externally.

• Ensure correct provisioning and access levels for retained and service provider personnel, IT peers, and business users. Establish relationships needed for the service provider to effectively deliver contracted services and exceed customer satisfaction and quality.

• Manages vendor(s) to ensure smooth operation of printers, video conferencing, O365 and IT peripherals.

• Develops, maintains, and disseminates knowledge of best solutions to recurring problems to EUC Team.

• Creates training materials on a range of IT topics and services. These materials will be posted to relevant sites (portals) for the benefit of the entire end user community.

• Will be required to visit site offices to ensure the user community is satisfied with the end-user IT services provided, recommending and managing continuous service improvements.

Job Requirements:

• Applicant MUST meet these minimum qualifications to be considered an applicant.

• Minimum of5 years of end-user computing support

• BS in Computer Science, Information Technology, or related field or equivalent experience preferred

• To possess relevantcertification (eg ITIL)

• Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery

• Customer management: tactful, resolute and committed to providing excellent customer service

• Must have demonstrated excellent oral & written communication and problem-solving skills

• Must be able to interface with “executive” level management on a regular basis