Charles Taylor | IT Support Analyst

2 weeks ago

Singapore Charles Taylor Full time

Background
Digital innovation is reshaping the insurance industry - We’re making it happen. Charles Taylor InsureTech was established to help insurance businesses drive change through the delivery of technology enabled solutions. We work consultatively with our clients to revitalise their operations, reinvent established processes and implement future-ready solutions that deliver measurable benefit and improve data-driven decision making.
Charles Taylor is a global provider of professional services and technology solutions dedicated to enabling the global insurance market to do its business fundamentally better. Dating back to 1884, Charles Taylor now is currently in more than 120 locations spread across 30 countries in Europe, the Americas, Asia Pacific, the Middle East and Africa.
Charles Taylor believes that it holds a distinctive position in its markets in that it is able to provide professional services and technology solutions in order to support every stage of the insurance lifecycle and every aspect of the insurance operating model.
The Role
Charles Taylor InsureTech is looking for a Group IT Service Delivery Analyst to provide timely and efficient 2nd and 3rd Level support to the organisation’s user community across the APAC region. The Group IT Support Analyst should have extensive experience administrating common services including Windows 10, Office 365, Intune device management, Active Directory, deploying Autopilot builds, Time Management and documentation duties required to help the team maintain the Service Delivery Support operation within the defined processes and framework. The ideal candidate will have a strong technical background with outstanding troubleshooting skills, possess excellent communication skills, and be a self-starter who delivers solutions in high pressure situations.
Key Responsibilities
Respond to assigned requests for IT support and services (including incidents, and service requests) in a timely, polite, and efficient fashion, adhering to the defined SLA timeframes.
Analyse and resolve assigned 2nd/3rd line support calls for the Singapore office, other regional offices (nationally and globally), and for remote users.
Log and track the status of assigned requests for IT support and services, ensuring regular customer updates.
Provision and deploy new equipment and applications to individuals and groups, following the appropriate processes and ensuring compliance with licensing requirements.
Provide technical solutions to IT and business requests/requirements, engaging with Business stakeholders where appropriate.
Provide the relevant equipment and support for meetings as required by the business.
Maintain the hardware CMDB to ensure accuracy.
Perform proactive maintenance on supported systems, ensuring supported offices are visited for IT maintenance on the agreed schedule.
Provide regular updates to customers, to your manager and to your wider service delivery team, on progress with items, escalating issues where a technical or management escalation is required.
Build positive relationships with users to enhance the level of service provided.
Contribute to project activity, completing assigned tasks as necessary to the designated timescales.
Demonstrate and champion Charles Taylor Values by ensuring Agility, Integrity, Care, Accountability and Collaboration.
Ad Hoc duties: Your key accountabilities will include such other duties and tasks as allocated, at the discretion of management.
Required Skills
Experience with Active Directory, Azure and Office365 administration (user and group management, adding objects to the domain, etc.)
Hardware installation and troubleshooting, including laptops, desktops, telephones, smartphones & tablets, printers, and other peripherals.
Mandatory current experience with Windows 10 & 11 installation, support, and troubleshooting.
Experience in building/imaging software for deploying corporate standard images to standard desktop hardware using SCCM or Intune/Autopilot.
iPhone configuration, support, and user assistance, including mobile device management solutions such as Intune.
Understanding of Service Management concepts. ITIL foundation qualified (preferred)
Ability to work independently and as part of a team. Ability to prioritise own workload and meet agreed deadlines.
Ability to communicate effectively at all levels.
Exposure to common applications i.e. Microsoft Office 2016 & Outlook and other Microsoft Applications
Experience of common build and imaging software for deploying corporate standard images to standard desktop hardware.
Experience in IT Service management logging systems; ideally Service Now or similar.
Several years Desktop Support experience.
Equal Opportunity Employer
Here at Charles Taylor, we are proud to be an Inclusive Employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex or sexual orientation.
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