Service Desk - End User Hardware and Software

HCL Technologies Limited; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

HCL Technologies Limited is seeking a seasoned Service Desk - End User Hardware and Software professional to lead EUC operations for global users. The role focuses on managing desktops, laptops, mobiles, printers and peripherals, while ensuring rapid incident resolution and seamless IT service delivery.

You will oversee Windows OS, M365, AD, VPN, VDI, Intune and SCCM/MECM deployments, enforce patching and device compliance, and guide a team to continuously improve processes in a 24x7 environment.

Qualifications

• Bachelor's degree in CS/Engineering/IT or related field.
• Minimum 4 years in Service Desk or End User Computing.
• Experience with Windows OS, M365, Active Directory, VPN, VDI.
• Experience supporting global customers in 24x7 environments and ITIL exposure.
• Strong leadership and communication skills.

Responsibilities

• Lead EUC operations across desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot Windows OS, M365, AD, VPN, VDI, and endpoints.
• Administer Intune, SCCM/MECM, software deployment, patching, device compliance.
• Monitor incidents and requests within SLA; manage support workload.
• Mentor team and drive process improvements.
• Coordinate with vendors and cross-functional teams.
• Maintain asset inventory and technical documentation.

Skills

Leadership

Troubleshooting

Communication

Global support experience

ITIL awareness

Education

Bachelor's Degree in Computer Science, Engineering, Information Technology, or related field

Tools

ITSM tools

Remote support tools

Job description

We are looking for a skilled Service Desk - End User Hardware and Software professional to manage and support enterprise end-user computing environments. The role involves leading desktop support operations, endpoint management, incident resolution, and ensuring seamless delivery of IT services for global users.

Responsibilities:

• Lead and support End User Computing (EUC) operations across desktops, laptops, mobile devices, printers, and peripherals.
• Manage and troubleshoot Windows OS, Microsoft 365, Active Directory, VPN, VDI, and endpoint-related issues.
• Administer Microsoft Intune, SCCM/MECM, software deployment, patch management, and device compliance.
• Monitor and resolve incidents, service requests, and infrastructure alerts within SLA timelines.
• Provide support for account lockouts, password resets, user access, and hardware/software installations.
• Lead a technical support team, mentor team members, and drive process improvements.
• Coordinate with vendors and cross-functional teams for issue resolution and project execution.
• Maintain asset inventory, technical documentation, and operational reports.

Requirement:

• Bachelor's Degree in Computer Science, Engineering, Information Technology, or related field.
• Minimum 4 years of experience in Service Desk, Deskside Support, or End User Computing environments.
• Desktop, Laptop, Thin Client, and VDI support
• ITSM/Helpdesk tools and Remote Support tools
• Strong troubleshooting, communication, and leadership skills
• Experience supporting global customers in a 24x7 enterprise support environment and exposure to ITIL processes.