IT Hardware Support Analyst

About our group:

The IT End User Services department provides frontline technical support to all employees by managing end user devices, software, accounts, and collaboration tools; resolving daily IT issues; ensuring secure and compliant access; delivering onboarding setup and guidance; maintaining meeting room and AV systems; deploying updates and patches; educating users through knowledge resources; and continuously improving the overall digital experience to keep employees productive, connected, and supported across the organization.

• Diagnosing and resolving technical issues across desktops, laptops, and peripherals.
• Manage and prioritize incidents using ITSM tools; maintain accurate documentation.
• Provide remote and onsite support for AV systems and VC rooms (Logitech).
• Support site events and employee sessions leveraging on-site AV equipment.
• Collaborate through Office 365 tools for effective communication and documentation.
• Work closely with global IT teams for escalation requests and cross-regional issue resolution.
• Maintain compliance with security standards and operational processes.
• Ensure consistent customer satisfaction.
• Rotational duty support among the team.

• Bachelor’s degree in IT, Computer Science, or related field with at least 1 year of relevant experience, OR
• Diploma in IT or related discipline with at least 3 years of relevant experience.
• Customer-focused mindset with adaptability in a fast-paced environment.
• Ability to work under pressure and manage multiple priorities.
• Strong attention to detail and commitment to continuous improvement.

• Technical Expertise
  • Proficient in troubleshooting hardware, software, and network issues.
  • Familiarity with enterprise tools (Service Now, SCCM, MECM).
• Customer Service Orientation
  • Strong communication and interpersonal skills.
  • Ability to manage user expectations and provide timely solutions.
• Collaboration Skills
  • Effective use of Office 365 tools (Teams, SharePoint, One Drive) for communication and documentation.
  • Ability to work with global teams for escalation and resolution.
• Compliance & Security Awareness
  • Adherence to IT security policies and compliance dashboards.
  • Maintain data integrity and system protection.
• AV & VC Support Competency
  • Support and maintain Video Conferencing (VC) rooms, including Logitech-based systems.
  • Provide technical assistance for site events and employee sessions using on-site AV equipment.

Location
:
Shugart, Singapore
Travel
:
None