End User Support Engineer (EUS)

About NTUC Health:

NTUC Health Co-operative Limited (NTUC Health) is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and elderly care services to meet the growing needs of families and their dependents. Building on more than five decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home, and home personal care providers in Singapore. We also offer other services for seniors such as active ageing centres, community support for vulnerable seniors, and a sheltered senior group home. In addition, we run a chain of dental clinics and a family medicine clinic.

About End User Services:

End User Services is the IT Services and Support team for NTUC Group of Social Enterprises. We are building a unified digital ecosystem across Social Enterprises for a universal user experience. We take a user-centric approach in our everyday operations and measure our success via service level objectives & customer satisfaction surveys. We work with modern technologies (eg. Chromebooks, Google Workspace, etc) to develop our NTUC Social Enterprises’ future of works. You will be reporting to EUS/ OpsManager/ Lead or equivalent.

Duties and Responsibilities

• Address user tickets regarding hardware, software, and networking
• Endpoints staging and onboarding to device management systems
• Endpoints asset management
• Install applications and computer peripherals for end users
• Guide users/junior staff with simple, step-by-step instructions to diagnose problems and resolve issues
• Conduct remote troubleshooting and resolution through remote access tools
• Record technical issues and solutions in ITSM software
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Create technical documentation and manuals when needed
• Evaluate new software/hardware and make recommendations
• Obtain quotations and procure IT equipment
• Create audio-visual user guides

Skills

• Problem Solving
• Teamwork
• Help Desk
• Active Directory
• Innovation
• Reporting
• Positive Thinking
• Supplier Management
• Customer Satisfaction
• Computer Technology
• Remote Access
• Tolerance
• Customer Feedback
• Technical Documentation
• User Interface Design
• Desktop Troubleshooting
• Passionate
• Asset Management
• Issue Resolution
• Customer Focus
• Primary Care
• Computer Network
• Comprehensive
• Customer Service Mindset
• Device Management
• Social Enterprise
• Modern Technology