IT Desktop Support Engineer (Pharma/Contract)

• 12 months contract
• Work location: Tuas

About the Job

Provide onsite IT support to employees and contractors, including end-user devices, asset management, onboarding/offboarding, meeting room support, and infrastructure "smart hands" activities. Ensure compliance with IT service, security, and asset management processes.

End-User Device Support

• Troubleshoot Windows laptops, desktops, mobile devices, printers, and peripherals.
• Support Mac devices where required.
• Perform hardware replacements, repairs, imaging, upgrades, and device lifecycle management.

Asset & Inventory Management

• Manage IT assets, loan equipment, and inventory records.
• Conduct audits and support deployment, returns, swaps, and retirement of devices.

Onboarding & Offboarding

• Set up hardware, accounts, and access for new hires.
• Recover equipment and deactivate access for departing employees.

Meeting, Event & Executive Support

• Support meeting rooms, AV systems, Teams/Zoom, town halls, and VIP visits.
• Coordinate with vendors for advanced AV issues.

Infrastructure Support (Smart Hands)

• Provide onsite support for network, server, and telecom teams.
• Assist with equipment checks, component swaps, vendor escorting, and troubleshooting.

Local IT Administration

• Maintain site documentation, runbooks, and support knowledge articles.
• Support office moves, hardware refreshes, and expansion projects.

Ticket & Service Management

• Manage incidents, requests, tasks, and changes through ServiceNow.
• Ensure timely ticket resolution and accurate documentation.

Collaboration & Escalation

• Work closely with service desk, regional IT teams, and vendors.
• Escalate issues appropriately and provide updates to stakeholders.

Compliance, Safety & Security

• Adhere to IT security, data protection, EHS, GMP/GxP, and company policies.
• Maintain audit-ready documentation and compliance standards.

Success Factors

• Deliver timely, high-quality onsite support.
• Maintain accurate documentation and asset records.
• Protect compliance, safety, and security at all times.

Additional Responsibilities (Level II)

• Resolve complex technical issues independently.
• Guide junior technicians and support local IT projects.
• Improve support documentation and processes.

Requirements

• 3+ years’ experience providing deskside or end-user IT support in a corporate environment.
• Solid troubleshooting skills for Windows devices, peripherals, and standard workplace technologies.
• Familiarity with ITSM tools such as ServiceNow.
• Experience with asset tracking, device deployment, and lifecycle support.
• Ability to communicate effectively with users, peers, leadership, and vendors.
• Solid customer service mindset and professionalism.
• Ability to follow procedures, maintain documentation, and work within compliance requirements.

Ramos May Anne De Mesa - [email protected]
Personnel Reg No: R1110127
Manpower Staffing Services (S) Pte Ltd
EA Licence No: 02C3423