IT Support Analyst

3 days ago


Singapore Ebiquity plc Full time

IT Support Analyst

Department: Production

Employment Type: Permanent - Full Time

Location: Singapore

Description

Job title: IT Support Analyst
Position Reports to: IT Service Delivery Manager

Location: Singapore (onsite and remote)

What is the purpose of the role:

To provide the first and second line point of contact between the business and the IT department for incident and service request management for the APAC region.

Key Responsibilities

To log all incidents and service requests in the Ebiquity IT service management tool, Manage Engine. The interactions can take place through multiple channels e.g. phone, email, face-to-face or IM To regularly check the unassigned queue in the ITSM tool and promptly and accurately reassign tickets to the relevant resolver group Responsible for, deploying, configuring, supporting user devices (Laptops, workstations, smart devices, printers) Work closely with third-party IT service providers to maintain effective relationships and ensure high-quality support delivery To either resolve or escalate incidents and service requests in a timely manner and according to service level agreements (SLAs) To carry out the following daily checks: Service Desk (Manage Engine), Backups. Where an issue is identified, a ticket needs to be raised in the ITSM tool and actioned appropriately Troubleshooting / repairing Laptops, and installations To carry out user administration (e.g., new starter
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