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

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)