Analyst, End User Support (1-Yr Contract, Extendable)

HSO way of working

In fulfilling our roles, we are

• Accountable for our own capabilities and development.
• Focused on delivering results without excuses, and
• Alive to the sensitivities, risk, and impact we have on others and work in a way that helps others do their work effectively.

We are looking for people who

• See beyond self and are impact focused.
• Consider the needs, challenges, and objectives of every person they interact with
• Exhibit positive reinforcement to help others succeed.

Duties and Responsibilities

Operational Support

• Strong hands-on experience supporting the user's desktop, applications, printers, audio-video conference, and other enterprise IT systems.
• Strong knowledge of Active Directory, Exchange Online, SharePoint, and Office365 application suites, including DNS, DHCP, and SFTP communication protocols.
• Lead user IT onboarding and offboarding by providing IT equipment, accounts creation, applications, and data transfer.
• Support audio-video conference rooms for meetings and presentations, performing daily checks of conference rooms to ensure all equipment is working correctly.
• Perform software/hardware troubleshooting, patches, and re-installations with external Service providers.
• Perform daily checks and monitor IT systems (server, network, firewall, database, etc.) to ensure availability and uptime.
• Perform day-to-day operational support and administration of existing and new IT infrastructure tasks.
• Be the first point of contact for all users for any IT-related issues, including server and network.
• Experience with Jira or other ticketing software.
• Collaborate with external vendors on IT system and service maintenance.
• Participate in and manage projects for the rollout of new hardware and software, production and office expansions, etc.
• Perform hardware relocation of desktops, servers, printers, etc. when necessary.

Administration Support

• Timely review and update inventory of IT assets, licenses, software, and service accounts.
• Manage IT equipment, components, consumables, and other supplies inventory.
• Maintain and update systems documentation through JIRA Confluence, such as IT operations processes and troubleshooting steps.
• Procurement and renewal of hardware/software/services.

Requirements

Experience

• Minimum 3 years work experience in End User support role.
• Experience working in MNC environment would be an added advantage.
• Timely review and update inventory of IT assets, licenses, software, and service accounts.
• Manage IT equipment, components, consumables, and other supplies inventory.
• Maintain and update systems documentation such as IT operations process, troubleshooting steps through JIRA Confluence.
• Procurement and renewal of hardware/software/services.

Global Support Availability

• Flexibility to accommodate various time zones to provide service continuity.

Skills/Accreditations

• Fluency in the English language is a must and ability to speak mandarin is an advantage.
• Strong stakeholder management skills, especially in handling senior management team.
• Task management – ability to prioritize multiple priorities as per business requirements.

Academic Qualifications

• Bachelor’s degree in Computer Science or Information Technology, or a Diploma in an IT-related field.

Travel requirements

• No travel is expected for this role; Full-time onsite presence.

*The position title and salary will be based on relevant experience and qualifications.