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Start
Not stated
Work mode
On-site
Experience
Some experience
About the role
This role sits with a StarHub subsidiary and supports a managed desktop and laptop environment for a client, based at the client's office. You will handle workstation hardware, software and peripherals so end users can connect to corporate services and work productively. It suits someone with a few years of IT outsourcing experience who is comfortable juggling tickets, vendors and walk-in users.
What you'll do
Prepare and maintain standard hardware and standard operating environment specifications and images
Provide access to standard hardware images and software needed for operations
Coordinate and manage third parties providing maintenance support for hardware and software
Carry out changes following change management procedures and schedule them to limit disruption to the customer's business
Coordinate scheduling and dispatching of technicians, including third party vendors, for in-scope support services and locations
Provide interactive support for walk-in cases at two corporate office locations
Provide onsite assistance and support when required
Maintain the asset inventory listing and update assets, including affixing asset tags
Support all in-scope desktop software
Provide remote or onsite support for SOE, desktop, laptop and peripheral requests that the Level 1 service desk cannot resolve
Restore the environment, including configuration and data, to its previous state when software must be replaced for a repair
Install, configure and test application desktop client software from the standard SOE software list
Maintain, configure and support the Mobile Device Management system (such as Intune or Workspace ONE UEM) for device policies, application settings and software delivery on desktops, laptops and mobile devices, including mass deployment of new software
Handle install, move, add and change requests
Perform backup procedures in line with change management guidelines
Transfer and recover user data
Carry out asset disposal per the customer's policy and procedures, engaging third party suppliers for removal and secure disposal
Wipe or purge data and software in line with customer SOPs
Ensure the support service meets the SLA
Escalate system monitoring events properly to the SDM, Centre Manager, Supervisor and customer
Take on any other assigned IT tasks or activities
Good to know
You report to the home base office on each workday and may leave it to attend field service calls at other customer operating locations
Walk-in support covers two corporate office locations
Requirements
NITEC, Higher NITEC or Diploma in IT, Information Systems, Computer Science, Business IT or a related discipline
2-3 years of IT outsourcing experience
Strong knowledge of call, ticket and escalation management
Strong knowledge of SOP and knowledge base creation