IT Service Desk Analyst

2 days ago

Singapore CDP Full time

Join to apply for the IT Service Desk Analyst role at CDP

The IT Service Desk Team manages the IT estate and applications used to support our users.

About this role

The Service Desk Analyst is responsible for being the first point of contact for all IT related queries across the organisation, this includes the processing and resolution of incidents, problems, requests, changes, Starter/Movers/Leavers process including in person inductions, management of End-User-Computing, and enabling training on core supporting areas such as IT and Data Security and office applications and providing onsite support and training within the Singapore office.

What you will do

  • Being the first point of contact for all IT Related queries across the organisation
  • Providing onsite support and training in the Office
  • Provide solutions to incidents, service requests, problems and queries.
  • Administration of applications such as Office 365, Intune and Microsoft Exchange.
  • Meet agreed service levels and quality; ensuring employees are kept up to date with the progress of their ticket
  • Liaise with users to advise directly on an appropriate course of action for their issues.
  • Escalate issues where necessary to a higher level of support in a timely manner.

Actively contribute to an effective and engaged team, clear on its purpose and contribution, by:

  • Ensuring you know what is expected of you, through regular 1:1’s, having clear objectives in place, and participating in open and honest performance and development conversations.
  • Ensuring a respectful and inclusive workplace, where team members communicate openly, share knowledge so it can be used, and respect difference.
  • Living the CDP Values and demonstrating the behaviours appropriate to your position.
  • Have a minimum of 1 year’s experience working in a support role
  • Proven experience working with Microsoft applications, e.g. Office365, Excel, Word, PowerPoint and Microsoft Teams.
  • Technical understanding of Windows Operating systems
  • Excellent customer service skills and a telephone manner.
  • Ability to clearly and concisely document technical information and troubleshooting steps taken (creating FAQs, Technical Tips and help documentation).
  • Ability to approach problem solving logically and confidently when working with staff at all levels.
  • Willingness to learn and develop within a busy support environment.
  • Knowledge of ITIL and ITSM processes.
  • Understands the needs of customers/users and represents this in their work prioritisation, effort, and where needed escalation.
  • Demonstrates an analytical, methodical, and systematic approach to problem-solving.

The salary band for this role is SGD 50,400 - 63,000. Final offer amount depends on multiple factors such as candidates experience and expertise, geographic location, total compensation, and market data. Benefits will be offered based on specific regional requirements.

This is a permanent role based in Singapore. Interested applicants must be eligible to work legally in Singapore and live within a commutable distance of the Singapore office and be comfortable with 2 days in the office per week. We cannot sponsor for this role.

Seniority level

  • Entry level

Employment type

  • Full-time

Job function

  • Information Technology

Industries

  • Non-profit Organizations and IT Services and IT Consulting

This role is part of CDP’s global IT support and service delivery.

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