We are looking for a proactive IT Service Desk Analyst to provide remote and on-site support for hardware, software, AVD, and mobile devices. The role involves incident resolution, knowledge sharing, and ensuring compliance with ITIL, security policies, and SLAs;
Mandatory Skill(s)
- Possess a Diploma or Degree in Information Technology or equivalent;
- Minimum of 2–3 years of experience in an IT Service Desk or Technical Support role;
- Strong troubleshooting knowledge in: Windows OS and hardware, Email and printer support, iOS, Android, tablets, and network-related services;
- Hands-on experience with: Azure Virtual Desktop (AVD) / Windows Virtual Desktop (WVD), Active Directory, Microsoft Intune, ServiceNow or equivalent SaaS ITSM tools;
- Familiarity with ITIL best practices and incident management processes;
- Strong verbal and written communication in English.
Desirable Skill(s)
- Proficiency in Mandarin (Cantonese is a plus);
- Experience with: Mac OS and JAMF Pro, Microsoft SharePoint, Voice (IP phone) systems, Meeting room device setup and troubleshooting;
- Strong analytical and reporting skills (e.g., SLA dashboards);
- Knowledge of risk and IT security compliance;
- Good documentation skills and knowledge sharing via training or forums.
Responsibilities
- Provide remote and on-site IT support for hardware, software, mobile devices, printers, and AVD-related issues;
- Analyze incident trends and collaborate on root cause resolutions;
- Escalate complex issues to appropriate support levels as per process;
- Collaborate with Service Delivery Manager and ServiceDesk Lead to improve service delivery;
- Create and deliver accurate reports/dashboards related to SLA and performance metrics;
- Assist with setup and troubleshooting of meeting room devices;
- Ensure adherence to IT Service Management (ITSM), risk, and security policies;
- Engage with stakeholders including end users, internal teams, auditors, vendors, and facility staff;
- Contribute to IT knowledge base and deliver internal IT learning sessions as required;
- Perform ad-hoc IT support tasks as assigned.
If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Dharshini Kumar at Dharshini.K@sciente.com quoting the job title.
