IT VIP Support Analyst

About the role

Helius Technologies helps organisations deliver technology outcomes in regulated and enterprise environments across Asia and the Middle East. It is looking for an IT VIP Support Analyst to provide reliable, high-quality IT support to VIP users, Board members, senior management and general employees, covering end-user devices, software, printers, meeting room systems and corporate events. The role suits people who combine strong technical capability with a structured, accountable approach to delivery. It is a 1-year renewable contract.

Key responsibilities

• Provide dedicated technical support to VIP users, Board members and senior management, and daily IT support for general employees.
• Install, configure, deploy and maintain laptops, desktops, mobile devices, software and peripherals; troubleshoot hardware, software, OS and connectivity issues on Windows, macOS and mobile environments.
• Carry out routine meeting room health checks and prepare and test AV equipment, displays, microphones, cameras, audio systems and video conferencing solutions.
• Provide pre-meeting checks and on-site support for Board sessions, executive meetings and corporate events.
• Maintain printers and peripherals, including network printing, print queues, secure printing and follow-me printing.
• Manage incidents, service requests and tasks in ServiceNow, track tickets, follow up within SLAs and escalate unresolved issues.
• Perform daily operational checks, equipment deployment and replacement, inventory updates, office moves, upgrades and scheduled maintenance.
• Maintain task trackers, operational reports and technical records, and coordinate with users, management, IT teams and vendors.

Required profile

• Diploma or equivalent in Information Technology, Computer Science or a related field.
• 2 to 4 years of experience in IT VIP support, end-user computing, desktop support or IT field support.
• Experience supporting senior management, executive meetings or corporate events is an advantage.
• Availability for occasional evenings, weekends and public holidays, and standby or on-call support.

Required skills

• Familiarity with Windows, macOS, mobile devices, printers and meeting room AV systems; ServiceNow experience is an advantage.
• Working knowledge of Windows 11, macOS, mobile devices, laptops, desktops, printers, AV systems and basic network connectivity.
• Familiarity with Microsoft Teams/Zoom and IT service management tools, preferably ServiceNow.
• Strong troubleshooting, analytical and problem-solving skills, and good documentation and reporting.