Desktop Team Lead

Company Description
**About MyRepublic**:
Our purpose at MyRepublic is to transform people’s lives by creating a connected world that is seamless, smart and safe, while innovating the way telcos operate.

One of the fastest growing telecom operators in the Asia-Pacific, MyRepublic has operations across Singapore, New Zealand, and Australia, and is set to expand further into the region.

Our vision is to be the world’s largest enabler of deep, meaningful and trusted relationships between customers and products through a highly scalable connectivity franchise model.

With our uniquely scalable and centralised framework enabling the seamless delivery of layered services, MyRepublic has become a leader in the digital transformation for the telecom sector, one that is set to play out over the next decade in one of the most exciting regions of the world.

**Job Description**:
**How you’ll contribute to MyRepublic’s success**:

- Overall management, administration and technical support of day-to-day onsite laptop/desktop service operations, either via face to face, telephone or via remote connection tools.
- Communicate effectively with end-users and team members on Incidents raised. Efficiently resolve user incidents/requests, maintaining personal MyRepublic ITSM call queue at all times, ensuring tickets are processed in accordance with MyRepublic procedures in order to meet set SLA’s.
- Manage the complete life-cycle of laptop/desktop environment from procurement, on-going support to decommissioning.
- Support of laptop/desktop hardware (break fix), software (Microsoft technologies such as WDS and OS), CA Arcserve Backup, VMWARE, Symantec AV, managing peripherals, maintaining & administering all loan equipment.
- Key part of the role is imaging of laptops, support standard build updates and conducting physical IT asset management and keeping the IT inventory up to date at all times.
- Working and liaising with Global Service Desk in India for incidents and other IT support requirements.
- Maintaining the IT store room, carrying out frequent stock checks and organisation of IT equipment.
- Provide telephony and video conference support within the office environment as well as daily changing of backup tapes and logging results.
- Create and update documentation on processes/systems relevant to the OSS team.
- Provide support to other technical teams for IT projects and out-of-hours work.
- Provide any other duties/tasks related to GEO IT Services.

**Qualifications**:
**We think you’ll fit in great with us if you**:

- Solid experience in a busy local IT support environment with excellent troubleshooting skills
- Experience of supporting field-based users.
- Good working knowledge and understanding of Microsoft Windows 7/8/10 - Office 2016 / 365
- Experience of supporting Active Directory, Group Policy and File/Print management in a corporate environment would be advantageous.
- Good organizational skills for IT asset management and inventory maintenance.
- Excellent documentation skills for creating/updated processes and procedures.
- Understanding of an Incident management system (MyRepublic ITSM desirable).
- Must have excellent customer facing qualities with a flexible, can do attitude.
- Experience and knowledge of Laptop imaging, preferably WDS.
- Good knowledge of Networking & TCP/IP in a corporate environment.
- Excellent verbal and written communication skills.
- Ability to work independently and conscientiously.
- Microsoft Certifications (MCP / MCTS) - would be advantageous.
- IT Service Management, ITIL Practitioner or ITIL Foundation
- Project Management, CITPM or PMP required.
- Understand technical concepts and able to communicate to technical and non-technical audiences.
- Strong people management, reporting, presentation and communication skills

Additional Information
**What we offer in return**:

- Exciting opportunities to create and grow in a rapidly growing organisation that is a disruptor in the telco-tech space.
- Amazing colleagues and culture that encourages you to do your best work while staying authentic and true to yourself.
- A workplace that puts your individual needs at the core: Remote, Hybrid or In-Office - choose a work rhythm that suits you and your team. We focus on outcomes and believe that you can deliver your best work, working anywhere, anytime.
- Wellness first. We believe that wellness goes beyond team celebrations and birthday parties. Our holistic approach to wellness gives you opportunities to recharge, connect and explore, at and outside work. In addition to the standard leave entitlements, we offer:

- 1 day of wellness leave every quarter for you to take for your health and wellbeing, and explore your personal passions.
- 20 days to work from anywhere each year, allowing you more flexibility to explore and connect with your interests while delivering work you will be proud about.

We believe that skills, knowledge and experience can come from a diverse r