IT Help Desk Technician

**Key Responsibilities**:

- **Support and Troubleshooting**:

- Provide first-line support to new hires during their initial period.
- Address and resolve IT-related issues promptly to ensure mínimal disruption
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Collaborate with the IT support team to escalate and track the resolution of complex issues.
- Follow up and update customer status and information.
- **Onboarding New Employees**:

- Manage the IT onboarding process for new hires.
- Coordinate with HR and department managers to schedule onboarding sessions.
- Ensure new employees have the necessary hardware, software, and access to systems before their start date.
- Conduct initial IT orientation sessions to familiarize new hires with the company's technology infrastructure, policies, and procedures.
- Identify opportunities for process improvements and implement changes to enhance the efficiency and effectiveness of the onboarding and training programs.
- Gather feedback from employees and stakeholders to continuously refine the onboarding and training experience.
- **Documentation and Compliance**:

- Maintain up-to-date documentation of IT onboarding procedures and training materials.
- Ensure compliance with IT policies, security protocols, and industry regulations.

**4. Providing Administrative and General Support**:

- Administrative support for the procurement of IT Equipment and Services
- Responsible for IT Asset Management:

- Monitor the software licencing and deployment status
- Receipt and recording of assets delivered
- Monitor the software licenses purchased and usage
- Monitoring and tracking of desktops/laptops/accessories assigned to user

**5. Training and Development**
- Provide onboarding briefing for new employees on approved software and usage.

**6. System Maintenance and Updates**
- Assist in the deployment of new software and hardware updates.

**Requirements**:

- Proven experience as a help desk technician or other customer support role.
- Tech-savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- Strong analytical and problem-solving abilities to diagnose and resolve technical issues efficiently.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Experience working in a team-oriented, collaborative environment.
- Proven experience managing and troubleshooting Entra ID (Azure Active Directory) environments.
- Understanding of security best practices and compliance requirements related to identity management.
- Familiarity with Singapore's data protection laws (e.g., PDPA) and IT compliance requirements.

**Preferred Qualifications (Good to have)**
- Additional certification in IT or customer service is a plus.
- Familiarity with different operating systems and platforms.
- Microsoft Certifications: Azure, Entra ID, etc.
- Familiarity with ITIL (Information Technology Infrastructure Library) practices for IT service management.
- Understanding of basic cybersecurity principles and practices to help protect company data and systems.

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: $3,000.00 - $3,500.00 per month

Schedule:

- Monday to Friday

**Experience**:

- EUC Support: 3 years (preferred)

Work Location: In person