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itcan pte. limited

Singapore / Global

Helpdesk Support

Job Description

Provide onsite technical support for end-user IT issues, Microsoft 365 applications, and meeting room systems. The role covers deskside support, incident resolution, device setup, user onboarding/offboarding, and ensuring meeting rooms function properly for business operations.

Responsibilities Provide onsite support for laptops, desktops, printers, peripherals, and software issues.

Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.

Troubleshoot meeting room AV and conferencing issues including Teams Rooms, displays, microphones, cameras, and screen sharing.

Log and manage incidents/service requests in ITSM tools.

Support user onboarding/offboarding and device setup.

Maintain IT asset inventory and coordinate hardware replacements.

Escalate complex issues to relevant teams/vendors.

Enhanced IT security and vulnerability patch management for all end-user IT devices.

Enhancing the AI helpdesk capabilities to improve the workflow and automation on routine IT.

Analyzing the helpdesk tickets and Microsoft Intune metrics to understand the recurring problem to provide improvement solutions.

Reworking IT SOP documentation to improve end-user experience.

End-user IT operations & Support.

Microsoft M365 ecosystem, including Copilot support.

SharePoint-related requests and enhancements.

Ongoing IT infrastructure improvement initiatives (server room and office network).

Dedicated support for VIP users.

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