IT Service Desk Analyst

3 weeks ago

Singapore TRITON AI PTE. LTD. Full time
Roles & Responsibilities
  • Perm, Hybrid Work Arrangement
  • At least 2-3 years of IT Helpdesk/Service Desk experience and at least 6 months experience within a professional services environment (legal, accounting, consulting, or similar).
  • Strong troubleshooting skills with knowledge of laptops, mobiles, and core applications.
  • Familiarity with Microsoft Office 365 products is essential.

We are looking for an IT Service Desk Analyst to join a global professional services firm. You will be the first point of contact for IT-related support, providing technical assistance and ensuring an excellent customer experience for staff across multiple regions. This role offers the opportunity to work in a fast-paced, international environment with exposure to a wide range of IT systems.

Job Description

  • Act as the first point of contact for IT issues (phone, email, in-person) and resolve them promptly and professionally.
  • Provide remote and desk-side support for applications and hardware, including:

    Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams)

    Zoom, Windows 10

    Document Management (iManage), Time Recording (IntApp), Practice Management (Elite 3E)

    Digital dictation (BigHand), Workshare, DocX Tools, InterAction, Adobe Suite

    Mobile technologies (iOS, Android, Intune), MFA, Mimecast, Remote desktop tools
  • Log, track, and manage incidents using ServiceNow.
  • Support audio and video conferencing setups.
  • Take ownership of issues through to resolution, ensuring timely updates to users.
  • Escalate issues when required and ensure service levels (SLAs) are met.
  • Maintain knowledgebase articles and IT documentation.
  • Support smooth day-to-day IT operations and contribute to process improvements.

Requirements

  • At least 3 years of IT Helpdesk/Service Desk experience and at least 6 months experience within a professional services environment (legal, accounting, consulting, or similar).
  • Strong troubleshooting skills with knowledge of laptops, mobiles, and core applications.
  • Familiarity with Microsoft Office 365 products is essential.
  • Experience with legal or professional services software is a plus.
  • Knowledge of audio/video conferencing tools is desirable.
  • ITIL Foundation certification is an advantage.
  • Excellent communication and customer service skills.
  • Calm, logical, and professional approach when working under pressure.
  • Flexible with working hours (occasional after-hours support required).
  • High level of discretion and confidentiality.

Triton AI Pte Ltd

Registration Number: R1980724

EA: 21C0661

Tell employers what skills you have

Customer Service Skills
Outlook
Document Management
Microsoft 365
Troubleshooting
Windows 10
Technical Assistance
Customer Experience
Hardware
IT Operations
Microsoft Office 365
Legal
Service Desk
Application Support
Operating Systems
legal industry
ITIL
Professional Services
Incident Management
Technical Support

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