About The Role
The Senior Specialist, Digital Workplace (End User Support) is responsible for ensuring the optimal performance of end user computing environments across all DKSH locations, enabling seamless digital workplace experiences for employees. This role is pivotal to DKSH's information technology (IT) service delivery, providing first-level support, managing computing infrastructure, and driving continuous improvements that empower the workforce.
What You Will Deliver
- Set up, configure, and maintain end user computing devices including desktops, laptops, tablets (Android and iPad), printers, desk phones, and peripheral components along with relevant client and local applications to ensure consistent and reliable performance
- Deliver first-level technical support to end users, resolving incidents, problems, and service requests in line with agreed service level agreements (SLAs) to drive high levels of customer satisfaction
- Support key systems and platforms including SAP Graphical User Interface (SAP GUI), Fileserver, Dynamic Host Configuration Protocol (DHCP), Domain Name System (DNS), Active Directory (AD), and File Transfer Protocol/Secure File Transfer Protocol (FTP/SFTP) for Electronic Data Interchange (EDI), with escalation to internal teams or vendors where required
- Manage user provisioning and access maintenance in Active Directory (AD) and relevant systems to ensure accurate and secure user management
- Drive the IT onboarding experience for new joiners by ensuring the prompt setup of computing devices and Microsoft 365 (M365) email accounts
- Ensure end user computing device security is current, compliant, and consistently managed across all locations
- Plan and execute desktop refresh deployments in alignment with IT standards, strategies, and roadmaps
- Uphold digital workplace best practices and ensure compliance with audits and industry standards including Computer System Validation (CSV) and Industrial Control System (ICS) frameworks
- Identify and recommend improvements to existing processes, facilities, and IT infrastructure to enhance operational efficiency
- Collaborate with Group IT and business departments to ensure cohesive and effective IT service delivery
- Pursue continuous self-development in IT infrastructure knowledge and capabilities to stay ahead of emerging technologies and best practices
- Administrative duties and coordination tasks as required
What You Bring
- Bachelor's degree in Computing, Information Technology, or equivalent
- Minimum 3 years of hands-on experience managing Windows 10/11 environments and supporting basic network infrastructure and servers
- Strong end user computing skills across desktop hardware, operating systems, office productivity software, and desktop security system management and policies
- Knowledge in performing basic network troubleshooting
- Proficiency in Microsoft 365 (M365) and Microsoft Intune Mobile Device Management (MDM)
- Demonstrated proficiency with Microsoft Desktop and Active Directory (AD) technologies, Ivanti, Anti-virus, ZScaler, and Multi-Factor Authentication (MFA)
- Demonstrated knowledge of end user computing management platforms, tools, frameworks, standards, policies, and trends
- Experience deploying and supporting end user computing environments, preferably in multinational companies and across regions
- Ability to use remote administration tools effectively
- iOS and Android Mobile Device Management (MDM) capability
- Knowledge of Automated Storage and Retrieval Systems (ASRS) will be advantageous
- Information Technology Infrastructure Library (ITIL) and Microsoft certifications will be advantageous
- Excellent analytical and problem-solving skills
- Strong communication skills with fluency in English
- Good understanding of IT Service Management (ITSM) processes
- Experience supporting VIP users
- Ability to implement technological improvements that drive increased productivity
Why Join DKSH
At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Information Technology.
