Technical Support Analyst

About the Role

This position is for a subsidiary of StarHub, located at the client's site in Singapore. The Technical Support Analyst is responsible for overseeing and managing desktop support services, ensuring reliable and efficient operation of workstations including desktops, laptops, and related peripherals. The analyst will maintain standard configurations, coordinate third-party vendors, and comply with change management procedures to minimize disruptions.

Key Duties

• Prepare and maintain hardware and standard operating environment (SOE) specifications and images.
• Provide access to hardware images and necessary software to support operations.
• Coordinate and manage all third-party maintenance support for hardware and software.
• Adhere to change management procedures when implementing changes to minimize customer business disruptions.
• Schedule and dispatch technicians including third-party vendors for support services.
• Provide interactive support for walk-in cases at two corporate offices, with responsibility to report daily to a designated home base while able to respond to field service calls.
• Deliver onsite assistance and support when necessary.
• Maintain and update asset inventory, including labeling with asset tags.
• Support all in-scope desktop software and provide level 2 support for issues escalated beyond the Level 1 Service Desk.
• Restore software and configurations to their prior state following repairs involving software replacement.
• Install, configure, and test desktop client application software as part of the SOE.
• Manage, configure, and support Mobile Device Management systems such as Intune and Workspace ONE UEM for device policies, application settings, and software deployment across desktops, laptops, and mobile devices.
• Handle install, move, add, change (IMAC) requests.
• Perform backup procedures according to change management guidelines.
• Transfer and recover user data as needed.
• Conduct asset disposal processes compliant with customer policies, including coordination with third-party suppliers for secure removal and disposal.
• Perform data wiping and purging in line with customer standard operating procedures.
• Ensure support services meet the agreed service level agreements (SLAs).
• Escalate system monitoring events promptly to supervisors and customers.
• Undertake other IT-related tasks as assigned.

Qualifications and Experience

• Holds NITEC, Higher NITEC, Diploma or equivalent in Information Technology, Information Systems, Computer Science, Business IT, or related fields; ITIL certification is a plus.
• Has between 2 to 3 years of experience in IT outsourcing.
• Possesses strong knowledge of call, ticket, and escalation management processes.
• Skilled in creating standard operating procedures (SOPs) and knowledge base documentation.
• Experienced in IT Service Management.
• Demonstrates a strong customer service mindset, self-motivation, and pro-activeness in issue resolution and opportunity identification.
• Effective written and verbal communication skills, with good presentation abilities.
• Strong analytical and problem-solving capabilities enabling rapid resolution of issues and escalations.