This incumbent will be leading local end-user experience while serving as the single point of contact (SPOC) for site IT. He/ She will coordinate with Facilities, Security and HR on movement/expansion plans/office closures. Other roles & responsibilities includes managing site incidents, providing communications on planned outages, whiteglove VIP support and ensuring service readiness, compliance and stakeholder satisfaction at site (SEA - Singapore & Kulim).
Job Duties and Responsibilities:
- Oversee deskside operations, SOP adherence and technician development drive CSAT/FTF/MTTR results and backlog discipline
- Plan coverage for events/peaks run knowledge huddles and safety/toolbox talks
- Coordinate site IT readiness for moves/lab builds/network or AV changes maintain a site IT runbook and POC directory
- Own incident/maintenance comms at site (prenotice, during, postmortem) with clear status pages/Teams posts and executive briefings
- Forecast site demand (new hires, refresh waves, loaners) align inventory and resourcing support local audits and controls
- MS Teams Conference Rooms: Set up, maintain, and troubleshoot MS Teams conference room equipment to ensure seamless virtual meetings and presentations
- Physical Badge Printing and Door Access Controls: Manage and support the physical badge printing process and door access control systems to ensure secure and efficient access for employees
- Barcode Printers and RF Guns: Provide technical support for barcode printers and RF guns, including troubleshooting and resolving hardware and software issues
- Warehouse IT Support: Offer on-site IT support for various warehouse operations, ensuring minimal downtime and efficient workflow
- Documentation and Training: Create and maintain documentation for IT processes and provide training to end-users as needed. Provide training and development opportunities for team members
- Generation of regular reports on service performance, incidents, and asset management and maintain accurate and up-to-date documentation of procedures, and configurations
- Work with different partners and suppliers to support / manage, planned / unplanned service outages
- Deliver prioritized whiteglove support and event readiness for executives and visitors maintain VIP profiles/runbooks
- Coordinate expedited escalations and bridge calls ensure confidentiality & professionalism
- Take on ad-hoc duties as and when assigned by the Immediate Supervisor
Job Requirements:
- Bachelor's degree in Information Technology / Information Services with more than 6 years of experience in end-user support and service delivery
- Proficiency with ServiceNow (Inc/Req, comms updates), M365, conferencing/AV strong stakeholder communication skills
- Ability to manage site incident communications and executive briefings with clarity and pace
- ITIL Foundation experience coordinating site moves/lab projects asset/stockroom familiarity event support background
- Working knowledge of CMDB/HAM Pro and local audit practices
- Good working knowledge of the following tools / platforms (ServiceNow (Incidents/Requests, Knowledge, Performance Analytics, HAM Pro, SAM Pro, CMDB, Endpoint mgt : Microsoft Intune/Autopilot, ConfigMgr (SCCM) Jamf, Identity/Security: Entra ID (Azure AD), Microsoft Defender for Endpoint, BitLocker MFA, Productivity/Collaboration : Microsoft 365 - Teams/Outlook/SharePoint and Conferencing/AV incl. Teams Rooms
- Strong analytical & problem-solving skills
- Excellent verbal & written communication skills
- Collaborate effectively with cross-functional teams
- Strong organizational and time management skills
- Team player who is able to communicate effectively with end-users and teams
- Attention to details
- Frequent travelling to warehouse & satellite offices within Singapore and Malaysia (20% - Once a quarter)
