Desktop Engineer (Tuas | Shuttle Bus provided)

Job Overview

The Onsite Support and Service (OSS) team is responsible for delivering on-site and in-field Infrastructure Services, ensuring a seamless end-user experience. This role involves close collaboration with the Global TIS and EUX Teams, supporting functions such as Service Desk operations, Enterprise Asset Management, End User Support, and Incident Management. OSS oversees all site-specific IT infrastructure and enterprise IT assets, maintaining detailed asset inventories and daily operational records, including incident logs. The role also entails providing first-level Service Continuity during regional or location-specific outages. Regular updates on operational activities, potential risks, workload distribution, and achievements are essential. OSS is expected to contribute to resolving issues within established SLAs and keep management informed of ongoing activities.

Key Responsibilities

• Deliver exceptional customer service by promptly and professionally addressing all end-user or IT Service Line inquiries and issues.
• Conduct troubleshooting for end-user computing requirements.
• Manage incident tickets from initiation to resolution, demonstrating ownership, investigating issues, and providing both temporary and permanent fixes for escalated incidents.
• Communicate timely status updates to relevant stakeholders and close tickets upon resolution.
• Assist users with basic guidance on software and hardware functionalities.
• Perform routine administrative tasks, including asset management and IT housekeeping activities.
• Monitor service levels, document system configurations, and generate regular reports for relevant teams.
• Identify root causes of issues and communicate findings effectively to internal teams, external customers, and third-party service providers.
• Consistently meet Key Performance Indicators (KPIs) while maintaining high-quality service delivery.
• Manage the desktop lifecycle by tracking hardware assets through their lifecycle stages—from delivery, builds, application installations, user migration, decommissioning, to disposal.
• Adhere to site-specific and global operational procedures and work instructions to uphold service integrity and quality standards.
• Ensure compliance with company and business unit security policies, including health, safety, and information security protocols.
• Provide hands-on support to various Global IT service lines as required.
• Support and manage meeting room technologies, including audio-visual equipment and systems.
• Oversee end-user device onboarding and offboarding processes.
• Work proactively to enhance the overall end-user experience.

Candidate Requirements

• Educational Qualification: Nitec or Diploma
• Minimum of 1 year of IT support experience
• Experience in a manufacturing environment is considered an advantage

Additional Information

• Tuas Office 1: Shuttle bus pick-up points include Boon Lay, Outram, and Kranji.
• Tuas Office 2: Shuttle bus pick-up points include Woodlands, Outram, Jurong East, and Choa Chu Kang.
• Contract Duration: 2 years, renewable
• Allowance: $50
• Open to candidates of any nationality