Desktop Engineer (Tuas | Shuttle Bus provided)

Job Purpose

Onsite Support and Service (OSS) will be accountable for On-site (and in-field) Infrastructure Services as well as end-user experience, working closely with Global TIS and EUX Teams, like Service Desk support, Enterprise asset management, End User Support, Incident Management, etc. OSS will be responsbile for all the sites and their IT infrastructure and enterprise IT assets. OSS will additionally need to maintain a list of assets and an overview of daily records, incident logs. 1st level Service Continuity of the operations during regional/location outages etc. would be an expectation. OSS should keep Management appraised on operational activities, any associated risk/issues, work load distribution and accomplishments; participate in achieving resolutions to identified issues well within defined SLA.

Major Accountabilities

- Provide first class level of customer service ensuring that all customers (end user or IT Service Lines) are responded to and problems are addressed in a timely, efficient and professional manner.

• Perform troubleshooting for End user computing needs

• Handle incident tickets till closure with ownership, investigate & provide temporary and/or permanent resolution of incidents escalated.

• Provide timely status updates to relevant parties and close all tickets once complete

• Provide advice and assistance to users on the usage of simple functional features of software and hardware peripherals.

• Required to perform basic administrative support, asset management and routine IT housekeeping services.

• Monitor the agreed service level, document & maintain the configuration of the systems; provide regular reporting to relevant parties.

• Determine root causes of issues and communicate appropriately to internal and external customers, and - third-party service technicians.

• Ensure Key Performance Indicators (KPIs) are consistently met without compromising quality of service delivery.

- Manage desktop lifecycle programs by tracking hardware through Asset Management from delivery through end of life, builds, application installations, user migration, decommission, and disposal.

- Ensure adherence to site and global operational procedures/work instructions to maintain service integrity and quality.

- Ensure adherence with the company and business unit's Security (includes Health, Safety, and Information Security) and Compliance policies and procedures.

- Provide hands-and-legs support to the Global IT service lines.

- Provide support and manage the meeting rooms devices, such as audio and visual equipment or system.

- Responsible for the end-user device onboarding and offboarding.

- Responsible for improving the end-user experience

Requirement:

- Nitec/ Diploma

- Minimum 1 year IT experience

- Experience working in a manufacturing environment is an added advantage

Other Information

Tuas Office 1: Shuttle bus pick up: Boon Lay/ Outram/ Kranji

Tuas Office 2:Shuttle bus pick up: Woodlands/ Outram/ Jurong East/ Choa Chu Kang

Contract -2 years renewable

Allowance - $50

Nationality - Any