Sr Analyst (GB)

Job Summary Field Support Operations (FSO) – Onsite Deskside Support Job Title Field Support Operations (FSO) – Onsite Deskside Support Engineer Function End User Services (EUS) | Field Services Operations Location Singapore and Other GIC Global Office Locations Shift Requirement Singa24x7 Operations Support (Rotational Shifts & Rotational Weekly Offs) Role Summary HCLTech will provide Onsite Deskside Support as the physical hands-and-feet support layer for GIC's end users across all global office locations. The Field Support Operations (FSO) acts as the onsite extension of the Service Desk, responsible for resolving incidents and service requests requiring physical intervention, managing endpoint devices throughout their lifecycle, supporting collaboration technologies, AV/VC environments, executive users (VIP Support), technology bars, and proactive endpoint maintenance activities. The FSO will operate within GIC's technology ecosystem with a strong focus on digital workplace experience, proactive device intelligence, asset lifecycle governance, and field dispatch activities enabled through Nexthink Digital Employee Experience (DEX) analytics. In addition, the FSO will provide hands-and-feet support for Infrastructure Technology Towers including Network, Server, Storage, Security, and Cloud Operations whenever onsite assistance is required at office locations, communication rooms, or server rooms. Key Responsibilities null Skill Requirements Technical Skills & Competencies Operating Systems

• Windows 10 & Windows 11
• Virtual Desktop Infrastructure (VDI)
• Thin Client Technologies Microsoft Technologies
• Microsoft 365
• Outlook
• Teams
• OneDrive
• Active Directory
• Office Applications End User Computing
• Desktop and Laptop Support
• Remote Support Tools (RDP, Bomgar, BeyondTrust, etc.)
• Endpoint Management
• EUC Device Lifecycle Management Networking Fundamentals
• LAN/WAN
• TCP/IP
• Wi-Fi Troubleshooting
• VPN Technologies Mobility Technologies
• iOS Devices
• Android Devices
• Mobile Device Management (MDM) Monitoring & Analytics
• Nexthink DEX
• Endpoint Monitoring Tools
• IT Infrastructure Alert Monitoring ITSM & Asset Management
• ServiceNow or equivalent ITSM platforms
• CMDB Management
• Asset Lifecycle Management
• Helpdesk Administration AV/VC Technologies
• Microsoft Teams Rooms
• Video Conferencing Systems
• Unified Collaboration Platforms Telephony
• Avaya
• SIP/VoIP
• Conference Telephony Systems Other Requirements Ticket Quality Expectations The FSO must maintain exemplary ticket quality through:
• Accurate categorization and prioritization
• Complete troubleshooting documentation
• Timely user communication and updates
• Detailed resolution and closure notes
• Proper asset and CI association
• SLA adherence
• User confirmation prior to closure
• Compliance with Incident, Request, Problem, and Change Management processes
• High First-Time Fix Rate (FTFR)
• Reduction in ticket reopens and repeat incidents Experience & Qualifications Education
• Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline. Experience
• 3–8 years of Deskside Support / EUC Support experience.
• Experience supporting large global enterprise environments.
• Experience working in 24x7 support models.
• Experience supporting executive and VVIP users.
• Experience with ITSM platforms, CMDB, Asset Management, Mobility, and AV/VC solutions.
• Experience providing Smart Hands / Hands-and-Feet support for Infrastructure Tower teams is highly desirable. Behavioural Competencies
• Strong Customer Service Orientation
• Excellent Verbal & Written Communication
• Ownership & Accountability
• Problem Solving & Analytical Thinking
• Stakeholder Management
• Attention to Detail
• Team Collaboration
• Executive Presence
• Service Excellence Mindset
• Ability to Work Under Pressure
• Continuous Improvement Focus Preferred Certifications
• ITIL Foundation
• Microsoft Certified Professional
• Helix or ServiceNow Fundamentals