End-User Computing Support

About Company

Company Name Tata Consultancy Services Asia Pacific Pte Ltd
Company UEN 200308003M

Job Detail

Provide break/fix support for desktops, laptops, and peripherals • Re-image devices and reinstall/configure applications as needed • Troubleshoot Windows OS, hardware, and enterprise applications • Coordinate with third-party vendors for escalations and hardware replacements • Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.) • Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues. • PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user’s existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer. • Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc. • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software. • Provide onsite and remote technical assistance to End Users. • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed. • Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOP’s) • Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement) • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades. • Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support • Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites. • Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool

Job Requirements

Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required. • Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations • Good understanding of O365 and related support activities • Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall • Experience of working within SLA's and ITIL processes • Effective written and verbal communication skills • Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.

Job Title End-User Computing Support
Salary SGD4,000.00 - 5,000.00
Employment Type Full Time
Working Experience 3 Years