Job Description

We have a fantastic opportunity for an End User Support Analyst to join our team in the APAC region based out of Singapore. The person in this role will work as part of the Global IT Support team and will be a key point of contact for the End User community. Alongside the team, the person in this role will support the activities of desktop services.

This position would be great for someone with experience in a support role who is keen to develop their technical skills further. The ideal candidate will be passionate about delivering the highest standard of IT support, with a genuine interest in technology, its application, and its use in the business. A key skill we require from the candidate is for them to be customer-centric with a desire to learn and develop a career in technical service delivery.

This role is an office-based role, and you will be expected to be in the office 5 days a week Monday to Friday. There is a requirement to work and be on call on a rotational basis 1 out of 4 weeks, this includes the weekends. This is all factored into the salary provided.

What you will be doing

• Working within the End User Support team, you will be a key point of contact for End User incidents & service requests.
• Helping to triage, taking ownership, trouble shooting and liaising with other IT teams to resolve and manage user expectations.
• Creating and maintaining accurate knowledge documentation quarterly.
• Execute all tickets and requests utilising best practices, adoption, and utilisation of technology, applications, and services.
• Working with the End User Support Lead to identify trends and spot potential problems.
• Improving and iterating on service support provision to the office.
• Ensuring computers, printers, and other peripherals are operational.
• Providing support with hardware and software maintenance.
• To fulfil additional / ad hoc duties as needed to meet the needs of the business.

What we are looking for
Experience & Knowledge

• Previous experience within an IT Support role.
• Customer-oriented, with a passion for delivering excellent service and for continuous improvement of services.
• Excellent communication skills, able to provide technical support over the telephone, Chat orface-to-face to a global audience.
• Professional manner with a strong work ethic.
• Good problem-solving skills, with a solution-focused approach.
• Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance.
• Ability to multitask effectively during busy times and remain calm during stressful situations.
• A team player who can work within a framework of procedures and policies.
• Self-motivated and able to use initiative.
• Knowledge and experience with products within the Microsoft Office 365 suite.
• Good working knowledge of Productivity and collaboration applications such as Teams,SharePoint, OneDrive, Intune, and Exchange would be advantageous.
• Knowledge and experience in Active Directory administration, including user maintenance, and configuring PCs and groups.
• Mobile Device Management
• Able to learn quickly and work within a fast-paced environment.
• Desire to learn and to undertake on-the-job training and continuous personal development.
• Flexible and willing to work outside of the core hours when necessary.
• There will be some travel involved to offices globally.

Knowledge/experience of the following are required:

• Active Directory, Exchange (both on-prem and O365),
• VMware
• MS Office standard workloads (EO, EoP, Office, PowerPoint)
• Apple hardware & OS (Mobiles/Mac’s)
• HP Hardware
• Multi-Factor Auth setup (MS MFA, DUO)
• MS Intune
• Collaboration tooling such as Webex, Team Viewer, Zoom and MS Teams
• Windows 11
• iOS and Android support
• ITIL V3 or Above

Knowledge/experience of the following are advantageous:

• ServiceNow ITSM tool
• VMware
• CUCM
• CCST or Networking skills

Special requirements
The successful candidate will be expected to participate on an on-call rota for out of hours (the Global End User Support team has staff based in EMEA, NASA and APAC minimising weekday out of hours escalation) and an early / late shift rota.