Desktop Support Specialist (L2/L3)

2-3 years
3 days ago 2 Applied
Job Description

Job Responsibilities:

  • Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
  • Collective responsibility with the rest of the global support team to ensure the 1Help 24x5 telephone systems are effectively manned.
  • Effective management of your personal ticket queue.
  • Fundamental to advanced troubleshooting for day to day incidents or requests from End Users involving HW, SW or OS-related items (L1, L2 and potentially L3 activities).
  • Basic Mobility Support (Primarily for iOS devices but also for occasional alternative products.
  • IMAC Support (Install, Moves, Adds and Changes).
  • Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).
  • Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock.
  • Knowledge Base Usage, Reference and Collective Improvement.
  • Timely support of End User Issues or Requests.
  • Effective management of hardware and software distributed to employees.
  • Continuous observation of internal support provisions, providing feedback for opportunities of improvement where appropriate.
  • Onboarding of new employees.
  • Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
  • Understanding of various metrics reflecting the group's performance.
  • Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.

Job Requirements:
  • With 2-3 years experience in the IT industry
  • Minimum 2 years in a customer service role
  • Minimum 2 years related experience with increasing responsibility in a Service and Support technical role for a mid or larger organization (700+ user environment).
  • Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users.
  • Maintains a high degree of professionalism in actions, demeanor and dress.
  • Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments.
  • Possess a strong technology background with the ability to execute a task or project to completion.
  • Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire.
  • Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.
  • Excellent teamwork skills and the ability to work unsupervised.
  • Demonstrated performance and aptitude consistent with organisation core values and culture.
  • Handles confidential and sensitive matters with tact and diplomacy.
  • Understanding of ITIL principles.

To apply, please visit and search for Job Reference: 22270
To learn more about this opportunity, please contact Yi Fang at
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Law Yi Fang | Registration No: R1113115



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