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Desktop Support Specialist

2 months ago

Singapur, Singapore Unison Consulting Pte Ltd Full time
Job Description

**Job Title:** Desktop Support Specialist

**Job Summary:** We are seeking a highly skilled Desktop Support Specialist to join our team at Unison Consulting Pte Ltd. As a Desktop Support Specialist, you will be responsible for providing technical support and maintenance for desktop computers, laptops, and other end-user devices.

Key Responsibilities:
  • Desktop Support: Provide technical support and maintenance for desktop computers, laptops, and other end-user devices.
  • Asset Management: Perform asset onboarding and offboarding of end users, and manage software and asset inventory.
  • Software and Hardware Support: Support all end-user desktop activities, including software upgrades, patching, computer imaging, and deploying build images.
  • Break-Fix Support: Perform break-fix issues on desktops, laptops, IT peripherals, iPhone/iPad, Windows, MAC OS, Microsoft 365, SharePoint, Mobile Device Management, and VPN connectivity issues.
  • Incident Management: Handle end-user concerns, tickets, and emails related to hardware failures, software configuration problems, and general queries.
  • Level 2 and Above Diagnosis: Perform Level 2 and above diagnosis and resolution on endpoint devices.
  • Service Request Management: Manage service requests, ensuring they are acknowledged, prioritized, resolved to agreed SLA, or escalated to resolver groups as necessary.
  • Liaison with Other Teams: Liaise with other support teams to resolve requests and issues in a timely manner.
  • Reporting and Documentation: Perform incident/requests closure, verifying problem resolution with users and documenting resolution procedures.
  • Monthly Reporting: Provide monthly reporting to relevant teams and stakeholders.
  • Tech Refresh and Transformation: Participate in tech refresh or transformation activities.
  • Consultation and Expertise: Consult with direct manager in evaluating requirements and execution, and provide technical expertise and outstanding service to end users.
  • VIP Support: Provide special support for VIP users as necessary.
Requirements:
  • Experience: Minimum 5 years' experience in IT.
  • Technical Skills: Excellent knowledge of building, deploying, and upgrading Windows, Mac, and automatic deployment tools such as WSUS, Intune, Managed Engine, MDT, and Active Directory.
  • Network Infrastructure: Basic network infrastructure skills.
  • Communication and Supervision: Ability to communicate and supervise 3rd party vendors effectively.
  • Asset Management: Ability to manage asset inventory well.
  • Software and Tools: Knowledge of ServiceNow, JIRA, Confluence, and strong skills in Microsoft Excel.
  • Education: At minimum, Bachelor's Degree in IT/Computer Engineering or similar.
  • Certifications: Professional Certification(s): MSCA or CCNA (preferred).
  • Experience in Technology Refresh Projects: Experience in technology refresh projects.
  • Process Creation and Documentation: Ability to create and document processes.