End User Services Analyst

1 week ago

Singapore SEACO ASIA PTE. LTD. Full time

Responsible for providing first and second line support to Seaco’s End Users. Includes systems administration and technical support for the desktop environment, related infrastructure and software components.

**Reports to**: Director of IT Services

**Key Tasks and Activities**:

- Respond and prioritise end-user requests for support and maintenance on Seaco’s hardware and software platforms.
- Troubleshoot desktop issues, including isolating problems to networks or servers.
- Build and deploy PCs to align with Seaco’s standard operating environment.
- Manage details of support provided in the service desk trouble-ticketing system, including maintaining the IT inventory database.
- System administration and technical support on AD, O365 and peripheral systems.
- Use IT service and support best practices and process frameworks, such as the IT Infrastructure Library (ITIL), to drive continual improvement.
- Ensure OS Patch Management are carried out monthly to all SEACO workstations through SCCM, with a good understanding of SCCM Patch Management.
- In charge of Security Awareness Campaigns using Mimecast Tooling.
- Available for off-hours support when necessary, such as participating in 24/7 support rotations or planned moves, adds and changes.
- Available for occasional ad hoc travel within region if required.

**Key Relationships**:
Global (Asia Pac focus).

Internal: End user base, Global Support Service team.

External: IT Vendors.

**Qualifications Required**:
Experience in a similar role desirable.

Bachelor’s Degree, or equivalent experience, and proven & demonstrable applicable experience.

**Key Skills/Knowledge Required**:
Good Experience on: Windows 10 & 11, MS Office Suite (Office 365), Teams Meeting support.

Knowledge of TCP/IP & wireless networking (configuration/troubleshooting) beneficial.

Strong customer facing skills.

Good English language skills including communication with non-mother tongue English speakers.

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