IT (Senior) Helpdesk Analyst

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices.

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Work you’ll do

The End User Support Analyst provides 2nd level end user support, onsite or offsite, for all escalated IT related issues on PC hardware and software, business applications and enterprise IT services.

The analyst is also responsible for account and asset management, PC hardware and software deployment services and IT learning and development.  In addition, the analyst also participates in IT plan implementation.

• Provides onsite or offsite 2nd level end user support for all escalated IT related issues on PC hardware and software, business applications and enterprise IT services as per technology standard and SLA.  All unresolved issues as per SLA are reported back to the service desk to escalation to 3rd level technical support comprises of subject matter experts from respective IT functional teams or possible escalation to global IT or external IT service providers.
• Provides hardware & software services as a distribution channel for new or upgrade to current desktop, laptop and peripherals, client software and business applications as per technology standards.  For high availability client hardware services, preventive maintenance and hot loaner services are provided.
• Support users access to enterprise IT resources such as file and print, remote access services, directory services, Internet and Intranet, messaging services, knowledge bases, business applications and office automation applications.  Generates monthly account management report and conducts quarterly audit for completeness.
• Provides asset management services for accuracy and completeness of IT hardware and software.  This includes asset control and utilization, and maintenance of technology standards (hardware and software configuration, warranty and leasing period, pricing, etc).  Generates monthly asset report and conduct quarterly audit for completeness.
• Provides continuous end user IT learning and development on use of technology to support business efficiencies and effectiveness via classroom training, manuals, electronic newsletters and knowledge bases.
• Other project that assign

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, IT Senior Helpdesk Analyst across our Firm are expected to:

• Actively seek out developmental opportunities for growth, act as strong brand ambassadors for the firm as well as share their knowledge and experience with others.
• Respect the needs of their colleagues and build up cooperative relationships.
• Understand the goals of our internal and external stakeholder to set personal priorities as well as align their teams’ work to achieve the objectives.
• Constantly challenge themselves, collaborate with others to deliver on tasks and take accountability for the results.
• Build productive relationships and communicate effectively in order to positively influence teams and other stakeholders.
• Offer insights based on a solid understanding of what makes Deloitte successful.
• Project integrity and confidence while motivating others through team collaboration as well as recognising individual strengths, differences, and contributions.
• Understand disruptive trends and promote potential opportunities for improvement.

Requirements

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• At least 1 to 2 year(s) of working experience in the related field is required for this position.
• Preferably Junior Executives specializing in IT/Computer - Software or equivalent.