SG - IT Desktop Support Analyst

3 days ago

Singapore Computacenter Full time

The IT Desktop Support Analyst is the first point of contact for customers with an IT problem, issue, question, or request. The primary duties include:

  • Interacts with users via phone and email to understand and document issues. Monitor and own all incoming support calls and tickets, escalate and assign to others as necessary, and provide clear, concise documentation to users as requests are handled and closed
  • Assists employees and contractors with technical support of business computers, applications, and related technology
  • Diagnose, gather requirements, document, and resolve user computer issues with goal of first call resolution for all calls
  • Install and maintain computer systems and peripherals following established standards and guidelines
  • Perform other administrative duties including asset tracking and management, IT inventory maintenance, purchase requisitions, shipping, and general support to other team members

Job Responsibilities

  • Be first level of IT support for business users
  • Manage help desk requests, documentation, end-user communications, escalations
  • Perform analysis, diagnostics, and resolution of user computer problems and implement corrective solutions
  • Install, configure, test, maintain, and troubleshoot end-user workstations and related hardware and software
  • Open service requests and manage warranty repairs with hardware vendors
  • Manage new user request process including configuring, setup, inventory, and testing of new user computers prior to delivery
  • Retire old IT assets including record keeping and appropriate asset disposal
  • Follow-up on equipment delivered to other sites and assure equipment was received and set up properly
  • Support users receiving replacement computers with data

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