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:
- 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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
