Technical Support Analyst

Role overview

This position is with a StarHub subsidiary and will be stationed at the client’s site. The Technical Support Analyst is responsible for coordinating and delivering desktop support services across the assigned environment, with a focus on keeping workstations, laptops, peripherals, and related software stable, functional, and ready for daily business use.

What the role covers

• Build and maintain standard hardware configurations, operating system baselines, and image sets for supported devices.
• Provide access to approved hardware images and software needed for day-to-day operations.
• Oversee third-party vendors responsible for hardware and software maintenance support.
• Carry out changes according to change management rules and plan them to limit business interruption.
• Arrange technician schedules and dispatches, including external vendors, for support across covered locations.
• Handle walk-in support at two corporate offices, with the assigned home base being one office location each workday.
• Support field service requests and deliver onsite assistance whenever required.
• Track asset records, update inventory details, and attach asset tags where needed.
• Provide assistance for all desktop software within scope.
• Deliver remote or onsite troubleshooting for SOE, desktop, laptop, and peripheral issues that the Level 1 Service Desk cannot resolve.
• When software needs to be replaced during repairs, restore the device environment, including settings and data, to its prior state.
• Install, configure, and test standard desktop client applications as part of the approved software stack.
• Administer and support mobile device management platforms such as Intune or Workspace ONE UEM for policies, app settings, and software rollout across desktops, laptops, and mobile devices.
• Execute mass software deployments for teams, departments, or the full company, subject to change management approval.
• Complete install, move, add, and change requests.
• Perform backup procedures in line with change management requirements.
• Transfer and recover user data as needed.
• Handle asset disposal according to customer policy, including coordination with third-party providers for secure removal and disposal.
• Carry out data wiping and data/software purging in accordance with customer SOPs.
• Work to ensure service delivery meets the agreed SLA.
• Escalate incidents and monitoring events to the SDM, Centre Manager, Supervisor, and customer appropriately.
• Take on other IT-related tasks and activities as assigned.

Requirements

• NITEC, Higher NITEC, or a Diploma in Information Technology, Information Systems, Computer Science, Business IT, or another related field; ITIL knowledge is a plus.
• 2 to 3 years of experience in IT outsourcing.
• Strong understanding of call management, ticket management, and escalation handling.
• Solid experience in SOP and knowledge base creation.
• Broad IT services management experience.
• Strong customer service orientation with a self-driven, proactive approach to solving issues and spotting opportunities on the account.
• Good interpersonal communication skills, including written and presentation ability.
• Strong analytical thinking and problem-solving ability, with the capability to resolve issues and escalations quickly.

Additional information

This role is part of desktop support operations for a client environment and includes coordination with internal teams, vendors, and customer stakeholders. The work includes both routine support and operational activities such as asset handling, backups, data recovery, software deployment, and secure disposal processes. The resource is expected to report to the home base office each workday while being available for service calls at other customer locations as required.