• Deliver exceptional customer service by promptly and professionally addressing customer needs and concerns. • Manage IT service incidents reported by users through the Service Desk Support Portal, specifically those related to personal computers, networks, platforms, and applications. • Effectively resolve issues or provide alternative solutions to restore IT services to normal operation within the established Service Level Agreement (SLA). • Escalate unresolved issues or additional support requests to the appropriate support team. • Provide timely updates to customers regarding the status of outstanding issues in accordance with targeted service levels. • Ensure accurate and comprehensive documentation of customer interactions and transactions within the IT ServiceDesk Management System. • Oversee the life cycle management of IT assets, including the registration, tracking, and decommissioning of hardware devices and software licenses. • Conduct upgrades to PC hardware and software, which includes regular maintenance and installation of service packs, patches, and applications. • Remain updated on product knowledge, policies, and procedures to furnish customers with accurate and relevant information. • Manage the non-infrastructure IT hardware and software product life cycle • Ensuring that personal type assets are tracked, received, recovered, deployed and retired in a controlled and compliant way • Responsible for inventory data quality and ongoing data accuracy • Track Software Subscriptions and licences used on personal devices, to maintain compliance • Maintain and report on metrics for Hardware, Software and Licensing • Execute additional responsibilities as directed by the Head of IT Operations and Business Partnering, the Helpdesk Manager, or other designated personnel within the company

Singapore