Sr Analyst

Role overview

Location and schedule

• The role description identifies Singapore and other GIC global office locations; the source listing metadata identifies London.
• The role requires onsite support and rotational shifts and weekly days off for Singapore 24x7 operations.

Support responsibilities

• Resolve incidents and service requests requiring physical intervention and support endpoint devices throughout their lifecycle.
• Support collaboration systems, executive users, and AV/VC environments.
• Provide hands-and-feet assistance in office, communication, and server rooms.
• Use Nexthink DEX analytics for digital employee experience and endpoint intelligence.

Technical skills

• Operating systems and environments include Windows 10 and 11, VDI, and thin clients.
• Microsoft technologies include Microsoft 365, Outlook, Teams, OneDrive, Active Directory, and Office applications.
• End-user support includes desktop and laptop support, remote support tools, endpoint management, and EUC device lifecycle management.
• Networking skills include LAN/WAN, TCP/IP, Wi-Fi troubleshooting, and VPN technologies.
• Mobility coverage includes iOS, Android, and mobile device management.
• Monitoring, ITSM, asset management, AV/VC, and telephony include Nexthink DEX, ServiceNow or equivalent, CMDB, Teams Rooms, video conferencing, Avaya, and SIP/VoIP.

Experience and qualifications

• Diploma or Bachelor's degree in IT, Computer Science, Engineering, or a related discipline.
• 3–8 years of deskside or EUC support experience, including global enterprise and 24x7 environments.
• Experience supporting executive and VVIP users and working with ITSM, CMDB, asset management, mobility, and AV/VC solutions.
• Smart Hands / Hands-and-Feet infrastructure tower support experience is highly desirable.
• Preferred certifications include ITIL Foundation, Microsoft Certified Professional, and Helix or ServiceNow Fundamentals.

Service expectations