Analyst, EUC

1 week ago


Singapore Singtel Group Full time

Select how often (in days) to receive an alert: NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has delivered large-scale, mission critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region. As an Analyst, EUC & Service Desk , you will be responsible for providing incident resolution and troubleshooting, service-level support, technical support to internal and external teams and other duties like service request processing. Job Responsibilities: Incident Troubleshooting & Resolution Provide first- and second-level support for all SSOE2-related incidents at schools. Independently coordinate and resolve incidents escalated by DE/RDE within agreed SLA timelines. Prioritize and resolve issues professionally while keeping school users updated on progress through DE, CSM, or direct communication. Attend to ad-hoc support requests, including transition support, unexpected technical outages. Resolve issues logged by SSOE2 Service Desk within 4 hours or provide equivalent temporary solutions for VIP users (Principals, Vice Principals, AMs, HOD ITs). Provide resolutions within the same or following day for school administrative staff and teachers. Communicate effectively with users if resolution exceeds 3 working days and provide follow-up updates. Develop and maintain positive working relationships with school users, vendors, and internal NCS staff. Deliver excellent customer service and share SSOE2 infrastructure knowledge within the team. Respond promptly to calls and emails; follow up on missed calls within a day and adhere to email response deadlines. Maintain punctuality and work 42 hours per week (excluding lunch), including Saturdays as required. Provide technical support to internal and external teams, including advising and coordinating with schools, vendors, and internal teams on technical inquiries. Coordinate with MOE and NCS to support seasonal government exercises. Manage ad-hoc hardware and software testing with internal and external teams. Process service requests, following up with users and service requestors to ensure timely information and resolution. Requirements: Minimum 3 years of experience in desktop support Soft-skills and a positive attitude are necessary #J-18808-Ljbffr


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