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As a Service Desk Specialist, you will be responsible for ensuring that end-users have efficient and secure access to their desktops and related IT resources. You will be involved in troubleshooting and resolving hardware and software issues, deploying new hardware and software, managing updates and patches, and providing excellent customer service to end-users.
Desktop Support: Provide first and second-level technical support to end-users, including troubleshooting hardware and software issues on desktop computers, laptops, mobile devices, MFC printers, OS imaging on corporate laptop, and provide on-site IT Service assistance to the office staff, hospital staff users on their corporate issued device such as notebooks and software. Data sanitization for storage media, 1st level troubleshooting for telephony and network connectivity, printing issues, and events support.
E-Boards : Perform e-boards checks for all levels at TMC Hospital floor levels and reports any abnormalities of displaying/ fails to display. Perform 1st level troubleshooting.
Hardware Deployment and Reclaim: Install, configure, and maintain desktop computers, laptops, and peripherals. Ensure hardware is set up correctly and functioning optimally ina ccordance to TMC setup standard.
Software Installation and Support: Install, update, and maintain operating systems, software applications (standard & In-house applications), and antivirus tools on desktops. Troubleshoot and resolve software-related issues.
User Account Management: Create, modify, and deactivate user accounts, ensuring proper access control and security for AD login and other in-house applications.
Security: Implement and enforce security measures in accordance to TMC security policy, including antivirus, encryption, and access controls. Ensure compliance with security policies.
Patch Management: Monitor and manage operating system and software updates, ensuring systems are up to date and secure.
Backup and Recovery: Perform data backups, restore data as needed, and ensure data recovery processes are in place.
Documentation: Maintain accurate records, asset inventories, and documentation related to IT systems, hardware, and software.
Remote Support: Provide remote support to off-site or remote users, diagnosing and resolving issues through remote desktop tools.
User Training: Offer training and assistance to end-users to help them effectively use IT resources and applications.
Incident Management: Manage and track incidents through a ticketing system, ensuring timely resolution and excellent customer service.
Asset Management: Updating of new hire Asset, exit user Asset, loaner and all IT peripherals asset into the TMC Asset Portal.
Problem Resolution: Investigate and identify root causes of recurring IT problems and implement permanent solutions.
Vendor and Warranty Management: Liaise with hardware and software vendors for warranty support and maintenance contracts.
Requirements
- Bachelor's degree / Diploma in computer science, information technology, or related field (or equivalent work experience).
- Certifications like ITIL, CompTIA A+, CompTIA Network+, Microsoft Certified Desktop Support Technician (MCDST), or other relevant certifications are a plus.
- Strong technical skills in desktop hardware, operating systems (Windows, macOS, Linux), and software applications.
- Knowledge of desktop virtualization, remote desktop support, and mobile device management.
- Strong problem-solving skills and the ability to work independently and as part of a team.
- Excellent communication and customer service skills.
- 2-5 years of experience in desktop support and IT helpdesk roles.
- Experience in healthcare sector is a big plus.
- Good communication skill , independent, possess intiative, postitive mindset and embrace challenges.
About the Company:
NXGEN is a leading service provider offering end-to-end integrated infocommunications IT solutions services. We lead digital transformations for clients by modernising their mainstream IT and deploying digital solutions at scale to drive growth and performance.
At NXGEN, we put our customers first and help them navigate their digital transformation with ease. We recognise the importance of connecting people to foster collaboration and build relationships that last, and we empower their business by providing innovative solutions and technical expertise. Our commitment to honouring our word is integral to everything we do.
NXGEN is a wholly-owned subsidiary of TeleChoice International Limited, a publicly listed company. TeleChoice is also a portfolio company of ST Telemedia, a strategic investor in communications and media, data centres and infrastructure technology businesses, across Asia, the US and Europe.
TeleChoice International Limited ("TeleChoice") is a regional diversified provider and enabler of innovative communications. Incorporated in Singapore on 28 April 1998 and listed on the Main-Board of the Singapore Exchange Securities Trading Limited ("SGX-ST") on 25 June 2004, TeleChoice is a subsidiary of leading infocommunications group, Singapore Technologies Telemedia Pte Ltd, which operates in the Asia Pacific, the America and Europe.
