Senior Analyst (Hardware Support)
Location:
Singapore, SG
Posting Date:
Feb 5, 2026
Job ID:
13750
About our group:
The IT End User Services department provides frontline technical support to all employees by managing end user devices, software, accounts, and collaboration tools; resolving daily IT issues; ensuring secure and compliant access; delivering onboarding setup and guidance; maintaining meeting room and AV systems; deploying updates and patches; educating users through knowledge resources; and continuously improving the overall digital experience to keep employees productive, connected, and supported across the organization.
About the role - you will:
- Diagnose and resolve advanced technical issues across desktops, laptops, and peripherals.
- Manage and prioritize incidents using ITSM tools; maintain accurate documentation.
- Provide remote and onsite support, including AV systems for meetings/events.
- Support and maintain Video Conferencing (VC) rooms, using Logitech-based systems, ensuring optimal functionality for meetings and events.
- Provide technical support for site events or employee sessions leveraging on-site AV equipment
- Quarterly scheduled sessions which are scheduled beyond standard business hours.
- Collaborate effectively using Office 365 tools (Teams, SharePoint, OneDrive) for communication and documentation.
- Work closely with global IT teams for escalation requests and cross-regional issue resolution.
- Maintain compliance with security standards and operational processes.
- Explore and implement AI-based solutions to improve service efficiency.
- Ensure consistent customer satisfaction.
- Rotational duty support and travelling between local sites when required.
About you:
- Bachelor’s degree in IT, Computer Science, or related field with at least 3 years of relevant experience, OR
- Diploma in IT or related discipline with at least 5 years of relevant experience.
- Customer-focused mindset with adaptability in a fast-paced environment.
- Ability to work under pressure and manage multiple priorities.
- Strong attention to detail and commitment to continuous improvement.
Your experience includes:
- Technical Expertise
- Advanced troubleshooting of hardware, software, and network issues.
- Proficiency in enterprise tools (ServiceNow, SCCM, MECM).
- Customer Service Orientation
- Strong communication and interpersonal skills.
- Ability to manage user expectations and deliver timely solutions.
- Problem Solving & Decision Making
- Analyze complex issues and implement effective resolutions.
- Escalate appropriately while maintaining ownership of cases.
- Compliance & Security Awareness
- Ensure adherence to IT security policies and compliance dashboards.
- Maintain data integrity and system protection.
- AI & Automation Competency
- Familiarity with AI-driven tools for IT support (e.g., chatbots, predictive analytics).
- Ability to leverage automation for ticket resolution and system monitoring.
- Understanding of emerging AI technologies and their application in end-user services.
Location:
Location: Woodlands, Singapore, W2
Travel: None