Desktop Support

**Req ID**: 295109

We are currently seeking a Desktop Support -End user support to join our team in Tuas, South West (SG-05), Singapore (SG).

**Role & Responsibilities**:

- Provision new users with hardware, software, and account setup.
- Provide onsite and remote support for multiple locations.
- Troubleshoot and resolve a variety of technical problems including networking.
- Respond quickly to cyber, malware alerts and location outages.
- Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
- 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.
- Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong customer service orientation, with a commitment to resolving user issues promptly and professionally.
- 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.
- Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution.
- Consistently meet and exceed key performance indicators (KPIs) to ensure high-quality desktop support and service delivery.
- Assist in desktop support projects, ensuring timely completion and alignment with organizational goals and objectives.

**Ticket Management**
- Efficiently manage and resolve support tickets, analyse 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 call 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.

**Process & Policies**
- Ensure adherence to and enforcement of IT processes and policies for consistent and reliable service delivery.

LI-APJ

**About NTT DATA**

**NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.