Analyst, EUC & Svc Desk

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities providing consulting digital services technology solutions and more. We believe in harnessing the power of technology to achieve extraordinary things creating lasting value and impact for our communities partners and people. Our diverse workforce of 13000 has delivered large-scale mission critical and multi-platform projects for governments and enterprises in Singapore and the APAC region.

As an Analyst EUC & Service Desk you will be responsible for providing incident resolution and troubleshooting service-level support technical support to internal and external teams and other duties like service request processing.

What you will do:

1. Incident Troubleshooting & Resolution

• Provide first- and second-level support for all SSOE2-related incidents at schools.
• Independently coordinate and resolve incidents escalated by DE/RDE within agreed SLA timelines.
• Prioritize and resolve issues professionally while keeping school users updated on progress through DE CSM or direct communication.
• Attend to ad-hoc support requests including:
• Virus/malware intrusion
• Transition support
• Unexpected technical outages

1. Service Level Support

• Resolve issues logged by SSOE2 Service Desk within 4 hours or provide equivalent temporary solutions for VIP users (Principals Vice Principals AMs HOD ITs).
• Provide resolutions within the same or following day for school administrative staff and teachers.
• Communicate effectively with users if resolution exceeds 3 working days and provide follow-up updates.

1. Communication Skills

• Maintain positive working relationships with school users vendors and internal NCS staff.
• Deliver excellent customer service and share SSOE2 infrastructure knowledge within the team.
• Respond promptly to calls and emails; follow up on missed calls within a day and adhere to email response deadlines.

1. Punctuality & Support Hours

• Arrive on time for work and trainings; maintain 42 working hours per week (excluding lunch).
• Provide school support on Saturdays as required counted within 42 working hours.
• Notify Central Desktop Engineers Leads by 8 a.m. if absent due to medical or urgent leave.

1. Technical Support to Internal & External Teams

• Advise and coordinate with schools vendors and internal teams on technical inquiries.
• Provide technical resolutions promptly upon issue escalation.

1. Project Coordination

• Coordinate with MOE and NCS to support seasonal government exercises (e.g. P1 Registration S1 Posting E-Exams).
• Ensure DE/RDE perform connectivity and application readiness tests as per instructions and deadlines.
• Manage and escalate school-reported incidents during exercises to appropriate parties.

1. Hardware & Software Testing

• Manage ad-hoc hardware and software testing with internal and external teams.
• Guide assist and advise on MOE/vendor testing and planning activities.
• Provide support for school-purchased hardware/software escalated by DE/RDE.
• Keep SSOE2 team updated on workarounds or resolutions for escalated hardware/software issues.

1. Service Request Processing

• Follow up with users and service requestors to ensure timely information and resolution.
• Close service requests promptly upon completion adhering to SLA timelines.
• Provide guidance on service request matters and impact assessments before MOE approval.
• Advise DE/RDE and school HOD ICT on service request matters.
• Perform folder management (creation deletion modification) as required by service requests.

The ideal candidate should possess:

• Minimally 3 years of experience in desktop support
• Soft-skills and a positive attitude are necessary