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Desktop and Application Support Analyst, APAC

  • The Desktop and Application Analyst will assist his/her Manager with ensuring the operation of all desktop OS and corresponding applications for all assigned managed spoke offices within Asia Pacific region
  • This role will assist with the day-to-day monitoring and control of desktop and business application for assigned hub and spokes office; develop and implement processes in line with global standards where appropriate which meet the needs of the region,
  • The technical responsibilities of this role will include support (level 2 & 3), of all desktop and applications related aspect including Windows 7, Windows 10, MS Office Suite (2013 and 2016), Web development, Companies' templates, Anti-Virus, Citrix XenDesktop, XenApps, VMWare VDI, VM Fusion, VM Flex, DR process and procedures, DR testing and enterprise systems
  • They will communicate a lot between Global Team mainly based in London, another support teams in India, spoke offices IT and occasionally with the business end users
  • Participate the incident management process in case of any P1 and/or P2 (Priority 1 and Priority 2) incident occurred
  • Provide 3rd level support for all applications used on desktops in Asia. Third level support will kick in when 1st and 2nd line cannot resolve the issue directly an arbitrary threshold is after 2 hour
  • Provide 3rd level support for the desktop operating system
  • Liaise with London application team to resolve issues
  • Liaise with suppliers and vendors to address issues and problems
  • Control and management software deployment. This will include new applications and updates to existing applications.
  • Manage and develop applications that run on the CCA4 (Citrix) environment
  • Maintain and manage the contents of the application database. This includes controlling who is allowed to have which applications and how these are assigned to staff.
  • Perform in-team project management where appropriate
  • Develop local web and database applications
  • Knowledge of SCCM, HPCM
  • Create users tip sheets for use by 1st and 2nd level teams.
  • Provide training to 1st and 2nd level teams on new systems and advance feature of products
  • Maintain the desktop testing environment to ensure it accurately reflects the live environment
  • Create and maintain test script to be used to verify new applications, patches and updates. This will often involve liaising with the relevant business area. Assist 2nd level support team in the running of these scripts.
  • Support ITSC Spoke Offices' IT as required in their daily work
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