Junior Desktop Support Analyst

Role Overview

Squarepoint seeks a Junior Desktop Support Analyst to assist a global network of over 2,000 users operating within a Windows environment with virtual desktops. The role involves both onsite and remote interactions, addressing support needs for workstation applications such as Microsoft Office, Access Management using Windows Active Directory, Remote Access assistance, and hardware-related concerns.

Note: This position does not offer sponsorship. Applicants must be currently based in Singapore.

Key Responsibilities

• Provide consistent 24x5 onsite and remote user support aligned with business expectations.
• Participate in an on-call rotation schedule to handle weekend support duties.
• Manage service requests and incident tickets promptly within established service-level agreements and according to documented procedures.
• Deliver first and second-level troubleshooting, diagnosing, and resolving IT service issues.
• Collaborate closely with Level 2 and Level 3 internal teams, external partners, and vendors to address complex incidents.
• Offer comprehensive hardware support including inventory tracking and procurement of equipment as needed.
• Create and update knowledge base documents and runbooks covering support workflows, system updates, and operational guidelines.
• Execute Incident Management processes effectively to minimize disruptions impacting end users.
• Assist senior team members with project-related tasks and support as required.

Qualifications and Skills

• Proficient understanding of Microsoft environments supporting Windows 11, Office Suite including Office 365, and Azure services such as SharePoint.
• Familiar with Active Directory and Remote Access technologies.
• Experienced in installation, maintenance, and troubleshooting of desktop hardware.
• Committed to delivering excellent customer service.
• Capable of working independently with minimal supervision and follows up proactively on outstanding issues or tickets.
• Skilled at managing multiple concurrent tasks amidst changing priorities and interruptions in a positive manner.
• Strong analytical, prioritization, interpersonal, and problem-solving abilities.
• Effective communicator with solid verbal and written communication skills.
• Proven collaborator who thrives in team-oriented environments.
• Adaptable to fast-paced, deadline-driven workplaces.
• Highly self-motivated with keen attention to detail, deadlines, and reporting accuracy.
• Holds a degree in Computer Science, Engineering, or related fields, or possesses equivalent experience.

Preferred Additional Skills

• Experience with scripting languages such as PowerShell and Python to automate routine tasks and boost efficiency.
• Knowledge in software packaging and deployment techniques.
• Ability to oversee small to medium-sized projects adhering to set timelines and budgets.
• Demonstrated enthusiasm for learning emerging technologies.
• Self-directed problem solver capable of independently researching and resolving unfamiliar issues.