IT Site Support and Deskside Support Lead

2 weeks ago

Singapore UC TECH PTE. LTD. Full time
Roles & Responsibilities

Only candidates with ITIL certfication will be considered.

IT Site Support and Deskside Support Lead (Singapore and Malaysia) will be responsible for overseeing the deskside support team, ensuring the delivery of high-quality IT support services to end-users inclusive of maintenance for MS Teams conference rooms, physical badge printing and door access controls, barcode printers, and RF gun troubleshooting in our warehouse environment, serve as a single point of contact for campus infrastructure and site related project deployments.

This role requires a proactive individual with strong problem-solving skills and the ability to work independently. Your expertise will be instrumental in driving our client's commitment to innovation and efficiency.

Job Duties & Responsibilities

Team Leadership: Lead, mentor, and manage the deskside support team, including L1 and L2 support engineers. Assign tasks, monitor performance, and provide regular feedback to team members. Foster a positive and collaborative team environment.

Service Delivery: Ensure timely and effective resolution of IT support requests and incidents. Monitor performance metrics and implement improvements as needed. Coordinate with other IT teams to ensure seamless service delivery.

Process Management: Develop and maintain standard operating procedures (SOPs) for deskside support. Ensure adherence to ITIL best practices and organizational policies. Identify and implement process improvements to enhance service efficiency and effectiveness.

Incident and Problem Management: Oversee the management of incidents and problems, ensuring root cause analysis and resolution. Maintain and update the Known Error Database (KEDB) and knowledge base.

Asset and Inventory Management: Ensure accurate tracking and management of IT assets and inventory. Coordinate with the Asset & Lifecycle Officer to manage asset lifecycle processes.

MS Teams Conference Rooms: Set up, maintain, and troubleshoot MS Teams conference room equipment to ensure seamless virtual meetings and presentations.

Physical Badge Printing and Door Access Controls: Manage and support the physical badge printing process and door access control systems to ensure secure and efficient access for employees.

Barcode Printers and RF Guns: Provide technical support for barcode printers and RF guns, including troubleshooting and resolving hardware and software issues.

Warehouse IT Support: Offer on-site IT support for various warehouse operations, ensuring minimal downtime and efficient workflow.

Documentation and Training: Create and maintain documentation for IT processes and provide training to end-users as needed. Provide training and development opportunities for team members.

Collaboration: Work closely with other IT team members and departments to ensure cohesive and efficient IT operations.

Reporting and Documentation: Generate regular reports on service performance, incidents, and asset management. Maintain accurate and up-to-date documentation of processes, procedures, and configurations.

Vendor Management: Work with different partners and suppliers to support / manage, planned / unplanned service outages.

Job Requirements

  • Diploma / Degree in computer engineering / computer science.
  • At least 5 years of IT operations experience in end user office campus and warehouse environment or roles with similar capacity.
  • Strong technical knowledge of IT hardware, software, and networks.
  • Proficiency in ITSM and asset management tools.
  • Experience with remote support tools and technologies.
  • Strong knowledge of MS Teams conference room setups and troubleshooting.
  • Experience with physical badge printing and door access control systems.
  • Proficiency in managing and troubleshooting barcode and wireless printers and RF guns.
  • Strong leadership and team management skills.
  • Ability to motivate and mentor team members.
  • Strong analytical and problem-solving skills.
  • Ability to analyse performance metrics and identify areas for improvement.
  • Excellent verbal and written communication skills.
  • Ability to communicate effectively with end-users and IT teams.
  • Strong organizational and time management skills.
  • Attention to detail and accuracy.
  • Regular visits to the warehouse and satellite offices in Singapore and Malaysia.
Tell employers what skills you have

Management Skills
Asset Management
Troubleshooting
Hardware
Ability To Work Independently
Inventory
Root Cause Analysis
Attention to Detail
Problem Management
Process Management
ITIL
Service Delivery
Technical Support

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