Desktop End User Services Specialist

1 Opening
- Bayan Lepas

**Role description**:
**Role Summary**:
**Key Responsibilities**:
**End User Support & Hardware Lifecycle**
- Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals.
- Manage IMACD (Install, Move, Add, Change, Dispose) processes and hardware lifecycle including procurement, provisioning, upgrades, and secure disposal.
- Maintain accurate asset inventory and compliance with hardware and software standards.
- Provide high-touch support to VIP users and operate on-site **Tech Bars** for walk-in IT support.

**Incident, Service & Problem Management**
- Respond to and resolve incidents, service requests, and access-related issues within SLA.
- Lead or support the resolution of **critical (P1/P0)** incidents and participate in **root cause analysis** and **Problem Management** processes.
- Collaborate with cross-functional teams on issue resolution, escalation, and documentation.

**Software & Technology Integration**
- Coordinate **remediation** for vulnerable software or misconfigured devices.
- Support **network, infrastructure, and telecom services** in coordination with respective teams.
- Deliver **audio/video and hybrid meeting room** support including Zoom, Microsoft Teams, Cisco Webex, etc.

**Automation & CSI (Continual Service Improvement)**
- Identify repetitive tasks and contribute to automation solutions to streamline support operations.
- Drive continuous improvement through service analysis, user feedback, and adoption of modern tools.
- Ensure proactive risk identification and mitigation as part of **Operational Risk Management**.

**Service Management & Reporting**
- Maintain and update the **Knowledgebase (KB)** and standard operating procedures (SOPs).
- Analyze **Customer Satisfaction (CSAT)** feedback and lead action planning for service enhancement.
- Participate in **Capacity Management**, asset utilization tracking, and operational audits.
- Generate and present regular **Service Reports** on performance, issues, and trends.

**User Lifecycle & Access Support**
- Handle onboarding/offboarding IT tasks including account provisioning and **building access** requests.
- Support compliance with identity management, security policies, and user provisioning guidelines.

**Proactive User Engagement**
- Conduct regular **floor walks** to offer in-person support and gather feedback.
- Operate **Tech Bar/Walk-in Centers** to provide real-time support and improve user satisfaction.
- Promote IT awareness and digital adoption among end users.

**Qualifications & Skills**:

- Bachelor’s degree in information technology, Computer Science, or related field.
- 3-5 years of experience in End User Computing, Desktop Support, or IT Helpdesk roles.
- Hands-on knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Intune/SCCM.
- Familiarity with ITSM tools like ServiceNow, Remedy, or similar platforms.
- Understanding of ITIL processes (Incident, Problem, Change, Knowledge, Capacity Management).
- Experience in A/V support, collaboration tools, endpoint security, and remote troubleshooting.
- Basic understanding of networking, infrastructure, and telecom concepts.
- Strong interpersonal and communication skills with a focus on user experience.

**Preferred Certifications**:

- ITIL Foundation
- Microsoft Certified: Modern Desktop Administrator Associate
- CompTIA A+ / Network+
- Any Automation/Scripting certifications (PowerShell, Python, etc.) is a plus

**Work Environment**:

- [Onsite / Partial Travel - depending on business requirements]
- May include shift rotation or on-call support.

**Skills**:
It Support,Servicenow,End User Support

**About UST**:
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.