Enterprise Desktop Support Specialist

2 days ago

Singapore EXASOFT PTE. LTD. Full time

Job Title: Enterprise Desktop Support Specialist

About the Role:

We are seeking an experienced Enterprise Desktop Support Specialist to join our team at EXASOFT PTE. LTD. The successful candidate will be responsible for providing exceptional desktop support services to our users, ensuring prompt resolution of technical issues and delivering excellent service quality.

Key Responsibilities:

  • Troubleshoot and resolve a variety of technical problems, including networking issues.
  • Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting.
  • Respond quickly to cyber, malware alerts, and location outages.
  • Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
  • Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
  • User Coaching: Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use.
  • Self-Service Adoption: Promote and increase the adoption of user self-service tools and resources, reducing the dependency on direct IT support.
  • Office 365 Consulting: Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications.
  • Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events.
  • Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems.
  • Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance.
  • Work closely with event organizers to understand technical requirements and ensure all AV needs are met.
  • Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality.
  • Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality.
  • Provide hands-on support for networking devices and facilitating network upgrades.
  • Manage IT Rooms, e.g., alerts, etc.
  • Support IT maintenance, including power shutdown & DR.
  • Collaborate with internal and external parties to manage and resolve escalations efficiently, ensuring prompt and effective desktop support solutions.
  • Ability to work collaboratively in a team environment and manage multiple tasks simultaneously.
  • Leverage Office 365 tools internally to boost engagement and efficiency within the support team.

Ticket Management:

  • Efficiently manage and resolve support tickets, analyze trends to identify recurring issues, and implement solutions to enhance overall service quality.
  • Ensure all tickets are resolved within the SLA.
  • Adhere to the ticketing process.

Escalation Management:

  • Ensure that issues are called out on time using the correct channel.
  • Escalate and work with third-level support/third-party vendor on resolution of problem when necessary to ensure end-to-end resolution within the agreed response time.
  • Adhere to the escalation process.

Inventory Management:

  • Manage the inventory, deployment, and maintenance of desktop assets, ensuring accurate record-keeping and regular stock checks.
  • Ensure accurate record-keeping and oversee the entire asset lifecycle, from procurement to disposal, to ensure cost-effective and efficient management.

Financial Support:

  • Ensure accuracy of quotes and purchase orders (PO) for desktop support, managing financial transactions with precision.

Vendor Support:

  • Collaborate with vendors, escalate issues, and ensure timely resolution.

Process & Policies:

  • Ensure adherence to and enforcement of IT processes and policies for consistent and reliable service delivery.

Training & Documentation:

  • Develop and deliver comprehensive training programs to enhance user proficiency with desktop systems and software.
  • Create and maintain detailed documentation for technical procedures, user guides, and knowledge base articles.
  • Continuously update training materials and documentation to reflect the latest technology and best practices.

Reporting & Monitoring:

  • Regularly monitor desktop support activities, ensuring adherence to performance standards and SLAs.
  • Generate detailed reports on support metrics, incident trends, and resolution times to provide insights and identify areas for improvement.
  • Utilize monitoring tools to proactively detect and address potential issues before they impact end-users.

Required Skills and Qualifications:

  • Degree in Computer Science, Information Technology, or related field.
  • Minimum 2 years of experience in desktop support.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
  • Experience with Office 365 products, including Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications.
  • Ability to lift 25 pounds and stand for long periods.

Benefits:

  • Competitive salary: SGD $80,000 - $120,000 per annum.
  • Medical, dental, and vision insurance.
  • Retirement plan matching.
  • Flexible work hours and remote work options.
  • Professional development opportunities.

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