Req ID: 297134

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Field Tech Specialist -End user support to join our team in Harborfront, Central Singapore (SG-01), Singapore (SG).

Responsibilities

• Provide support on IT request and break-fix to NTT's customer employees in person and through phone calls, chats and emails.
  • Provision new users with hardware, software, and account setup.
  • Provide onsite and remote support for multiple locations.
  • Troubleshoot and resolve a variety of technical problems including networking.
• Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting.
• Respond quickly to cyber, malware alerts and location outages.
• Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
• Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
• User Coaching: Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use.
• Self-Service Adoption: Promote and increase the adoption of user self-service tools and resources, reducing the dependency on direct IT support.
• Office 365 Consulting: Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications.
• Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events.
• Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems.
• Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance.
• Work closely with event organizers to understand technical requirements and ensure all AV needs are met.
• Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality.
• Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality.
• Perform & support continuous improvement including innovation & solutioning to increase efficiency and quality of deliverables.
• Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation, with a commitment to resolving user issues promptly and professionally.

• Provide hands-on support for networking devices and facilitating network upgrades.
• Manage IT Rooms e.g. alerts etc
• Support IT maintenance including power shutdown & DR.
• Collaborate with internal and external parties to manage and resolve escalations efficiently, ensuring prompt and effective desktop support solutions.
• Ability to work collaboratively in a team environment and manage multiple tasks simultaneously.
• Leverage Office 365 tools internally to boost engagement and efficiency within the support team.
• Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution.
• Consistently meet and exceed key performance indicators (KPIs) to ensure high-quality desktop support and service delivery.
• Oversee desktop support projects, ensuring timely completion and alignment with organizational goals and objectives.
• Ticket Management
• Efficiently manage and resolve support tickets, analyse trends to identify recurring issues, and implement solutions to enhance overall service quality.
• Ensure all tickets are resolved within the SLA.
• Adhere to the ticketing process.
• Escalation Management
• Ensure that issues are call out on time using the correct channel.
• Escalate and work with third level support/ third party vendor on resolution of problem when necessary to ensure end to end resolution within the agreed response time.
• Adhere to the escalation process.
• Inventory Management
• Manage the inventory, deployment, and maintenance of desktop assets, ensuring accurate record-keeping and regular stock checks.
• Ensure accurate record-keeping and oversee the entire asset lifecycle, from procurement to disposal, to ensure cost-effective and efficient management.
• Financial Support
• Ensure accuracy of quotes and purchase orders (PO) for desktop support, managing financial transactions with precision.
• Vendor Support
• Collaborate with vendors, escalate issues, and ensure timely resolution.
• Process & Policies
• Ensure adherence to and enforcement of IT processes and policies for consistent and reliable service delivery.
• Training & Documentation
• Develop and deliver comprehensive training programs to enhance user proficiency with desktop systems and software.
• Create and maintain detailed documentation for technical procedures, user guides, and knowledge base articles.
• Continuously update training materials and documentation to reflect the latest technology and best practices.
  Reporting & Monitoring
• Regularly monitor desktop support activities, ensuring adherence to performance standards and SLAs.
• Generate detailed reports on support metrics, incident trends, and resolution times to provide insights and identify areas for improvement.
• Utilize monitoring tools to proactively detect and address potential issues before they impact end-users.
• Team Management
• Lead, mentor, and manage a team of desktop support technicians.
• Conduct regular team meetings to discuss performance, updates, and goals.
• Provide guidance and support to team members to resolve complex technical issues.
• Foster a positive and collaborative team environment
• Excellent leadership and team management abilities.
• Strong communication and interpersonal skills.
• Ability to motivate and inspire team members.
• Exceptional customer service and problem-solving skills.
• Ability to handle difficult situations and provide effective solutions.
• Strong organizational and time management skills.
• Ability to prioritize tasks and manage multiple responsibilities.
• Team operations
• Identify areas for improvement in desktop support processes and implement best practices.
• Develop and maintain standard operating procedures (SOPs) for desktop support activities.
• Monitor and report on key performance indicators (KPIs) to track team performance.
• Stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and proficient.
• Ensure high levels of customer satisfaction by delivering prompt and efficient support.
• Communicate effectively with users to understand their needs and provide appropriate solutions.
• Handle escalations and ensure issues are resolved to the user's satisfaction.
  
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