End User Services (EUS) Lead – Microsoft Workplace & Security - Part-Time

About the Role

You will provide Level 2 End-User Computing (EUC) support in a mission-critical banking environment, managing Microsoft workplace and security technologies for financial trading floor and front-office users. This is a renewable contract placement onsite at the client’s premises.

Key Responsibilities

1. Level 2 Technical Support & Incident Resolution

•       Diagnose and resolve complex EUC incidents across Windows 10/11 and virtual desktop (VDI) environments

•       Support trading floor and front-office user setups

•       Perform root cause analysis (RCA) and implement preventive measures

2. Microsoft 365 Administration & Support

•       Administer Exchange Online (mail flow, mailbox permissions, archiving) and Microsoft Teams (policies, collaboration settings)

•       Manage SharePoint Online & OneDrive access control and data sharing governance

•       Troubleshoot mail delivery, phishing, safe links, and attachment security issues

•       Ensure compliance with data protection and financial regulatory requirements

3. Identity & Access Management

•       Manage Active Directory & Azure AD (Entra ID): user provisioning, deprovisioning, and Joiners/Movers/Leavers (JML) processes

•       Administer Role-Based Access Control (RBAC) and Multi-Factor Authentication (MFA)

•       Configure and maintain Conditional Access policies; enforce least privilege and segregation of duties

4. Endpoint & Device Management

•       Administer endpoints via Microsoft Intune / Endpoint Manager and Group Policy Objects (GPO)

•       Enforce device compliance policies, BitLocker encryption, and EDR/AV security controls

•       Support VPN and Zero Trust remote access models

5. Security & Regulatory Compliance

•       Support compliance with MAS (Monetary Authority of Singapore) guidelines, PCI-DSS (if applicable), and ISO 27001

•       Monitor and remediate endpoint security alerts and suspicious user activities

•       Assist with audit requests, evidence gathering, and compliance reporting

6. Incident, Change & Problem Management

•       Use ITSM tools (ServiceNow, Remedy, etc.) following ITIL processes

•       Participate in change review boards to minimise business disruption

•       Maintain high SLA adherence for critical banking systems

7. Business Continuity & High Availability

•       Support disaster recovery (DR) readiness for end-user services

•       Ensure minimal downtime for critical business users (traders, finance teams)

•       Participate in DR drills and failover testing

Requirements

Technical Skills

•       Microsoft 365: Exchange Online, Teams, SharePoint Online, OneDrive

•       Windows 10/11 operating system troubleshooting

•       Active Directory & Azure AD (Entra ID) administration

•       Microsoft Intune / Endpoint Manager

•       VPN and secure remote access

•       Basic scripting knowledge (PowerShell preferred)

Experience

•       3–6 years in EUC / Desktop Support, preferably in banking or financial services

•       Proven track record handling Level 2 escalations in regulated environments

•       Exposure to security-driven, compliance-heavy IT operations

Soft Skills

•       Strong analytical and troubleshooting capability

•       High attention to detail, critical in a banking environment

•       Ability to work under pressure and meet strict SLAs

•       Clear communication skills with business users and stakeholders

Preferred Qualifications

Certifications

•       Microsoft 365 Certified: Modern Desktop Administrator or Enterprise Administrator

•       Azure Fundamentals (AZ-900) or higher

•       ITIL Foundation

Nice to Have

•       Experience supporting financial trading floor or treasury systems

•       VDI experience (Citrix, VMware Horizon)