IT Support Analyst

Overview

This role involves providing direct onsite IT support to users in the Singapore office, collaborating intensively with the central IT Service Desk and broader IT teams to handle incidents and fulfill service requests. The position aims to ensure smooth functioning and support of local systems and hardware while adhering to firm-wide IT policies and standards.

Key Responsibilities

• Diagnose and resolve technical issues spanning various technologies and platforms encountered by users.
• Investigate, pilot, and implement new IT services and solutions geared toward standardizing the IT environment.
• Contribute to the development and governance of desktop and application standards, imagery, processes, and policies to better IT service delivery.
• Participate in project activities, including those requiring non-business hour deployments such as evenings or weekends.
• Utilize the CMS ticket system effectively by updating tickets with detailed information and closing them within stipulated service level agreements following internal procedures.
• Examine incoming service requests or incident tickets to identify necessary deskside support services including troubleshooting network, application, and telephony issues.
• Perform hardware and software installations, upgrades, component replacements, decommissioning inventory, hardware refreshes, firmware updates, data backups, and user data restorations.
• Maintain stock and inventory levels in coordination with Procurement and manage asset records.
• Set up mobile phones and guide users on their operation.
• Offer additional support for client and internal meeting room audiovisual and data center issues.
• Report any IT security or compliance-related concerns in your jurisdiction to the Security Manager promptly.
• Conduct IT induction and familiarization sessions for new employees.
• Provide out-of-hours support as needed and assist in office relocations.
• Engage regularly in team meetings and mentor junior staff members.
• Travel flexibility as required by business demands.

Qualifications and Requirements

• Preferred Diploma, Bachelor of Arts, or Bachelor of Science degree or equivalent qualification.
• Comprehensive skills across multiple software applications and a proven aptitude to quickly learn new technologies.
• Experience using Service Management tools and a background in small project coordination are beneficial.
• A minimum of three years hands-on experience supporting Windows operating systems and hardware within a networked environment is required.
• Working knowledge of ITIL-based service management practices is highly advantageous.
• Strong communication skills, both written and verbal, coupled with a commitment to delivering excellent customer service.
• Demonstrated proactive problem-solving skills and the ability to work effectively under pressure and tight deadlines.
• Capability to manage and prioritize workload independently amid shifting priorities.
• Comfortable working with end users at every organizational level.
• Awareness of IT risks and cybersecurity concerns.

Additional Information

The role reports to the Head of International IT Delivery with a dotted reporting line to the Singapore Managing Partner and Office Manager. The employer promotes a dynamic and adaptable work environment that fosters career growth and supports employees in achieving their goals through engaging and challenging projects. Due to agency agreements, only applications submitted through the designated portal at the point of instruction are considered.