Job Summary
JOB DESCRIPTION (JD) Job Title : Senior End User Support Analyst Department : EUS Singapore Key Responsibilities Daily Support The range of activities and tasks to be undertaken by a Senior End User Support Analyst 1. Answer all incoming calls Technical Support Hotline and attempt 1st call resolution. 2. Response to all incoming emails to Technical Support mailbox and attempt 1st touch resolution. 3. Resolve or escalate tickets in a timely manner. 4. Follow up with the respective team on ticket closure. 5. To provide support & troubleshoot hardware issues for various endpoints, (E.g., Laptop / Desktop / MacBook / iPhone / iPad / Printers¿) 6. Troubleshoot, diagnose, and resolve reported IT issues that include PACS applications, computer installation / re installation and configuration of software. 7. To coordinate with different vendors for any hardware repairs or replacement 8. Manage & maintain all IT Asset inventory including installation, setup and configuration of new endpoints. 9. Manage & maintain corporate iPhone & iPad devices inventory (In Collaboration with Workplace Services) including configuration, deployment, passcode reset and enterprise wipe via the Intune MDM Portal 10. Manage & maintain the Virtual Desktops Inventory including installation and configuration. 11. Manage & maintain the IT Storeroom and ensure that all items are accounted for. 12. To provide standby support for important meetings or events that are held by PACS as and when it is required. 13. To provide standby support for Month End activity on every last day of the month and weekend 14. To facilitate and provide standby support in the annual IT Disaster Recovery & Business Continuity Planning exercises. 15. To provide standby support and perform network verification if there is a network upgrade after office hours and weekends 16. Ensure that the relevant vulnerability updates and security patches are deployed in a timely manner using SCCM and highlight any issues to Regional Technology 17. Ensure that all McAfee components (DLP / HIP / Antivirus Engine / Antivirus Signature) are installed and updated to the latest versions in a timely manner using the McAfee Portal 18. To provide support for the Condeco Room Booking system in collaboration with Workplace Services / Vendor as well as any deployment of patches 19. To manage purchase requests from users for any IT Assets be it hardware or software. Manage the respective vendors on the purchase and delivery of the purchased IT Assets 20. To receive any delivery of purchased IT Assets and register it in the IT Storeroom 21. To rotate to other sites and provide same level of support for end users. Skill Set and Experience Requirement General ¿ Excellent communication and interpersonal skills, fluent in both speaking and writing English and have a pleasing personality ¿ Experienced in supporting VIP/VVIP (Group CEO & Exec Suites) ¿ At least 2 year hands on experience in service desk or troubleshooting of desktop. ¿ At least 2 year experience of working in a helpdesk/ call centre customer handling environment. ¿ Previous working experience in a multinational Service Desk/ Helpdesk environment for 1 or 2 years is a definite added advantage. ¿ Excellent listening skill ¿ Good analytical skills and an ability to define the precise nature of customer problems. ¿ Ability to organize and prioritize work in an effective manner. ¿ Ability to work under pressure and be decisive. ¿ Ability to support multiple account/customer environment. ¿ Methodical and disciplined approach to work ¿ Self motivation, drive and determination to succeed. ¿ Good personal time management and task organization ¿ Ability to work well in a team and in a target oriented. ¿ Good understanding of customer satisfaction principles and practices ¿ Willing to work extended hours including weekends/ public holidays. Technical ¿ Working knowledge of PC technologies and industry standard desktop applications such as MS O3