IT Support Analyst

Overview
Maples Group is a leading provider of financial and legal services, trusted by many of the world’s largest hedge fund managers, private equity firms and international corporations. We hire smart and sharpen smarter, arming talent with best-in-class resources and skills. With 18 locations across the Americas, Asia, Europe and the Middle East, our international presence offers career development and cross-cultural immersion. We are committed to diversity, inclusion and equality of opportunity as we attract, retain and develop world-class talent.
The Maples Group seeks a Singapore-based IT Support Analyst to join our team. We are committed to diversity, inclusion and equality of opportunity as we attract, retain and develop world-class talent.
About the Role
The IT Support Analyst will report to the Local IT Manager. The IT Service Desk Analyst will provide remote support on a global level, act as the main point of contact for all IT-related issues with a focus on first contact resolution. The Service Desk Analyst will have a proactive, customer-centric attitude and an aptitude for working with applications/systems to undertake correct analysis, prioritisation and diagnosis leading to swift resolution of issues raised.
Responsibilities
Providing excellent quality remote support via phone and email as part of a larger international IT support team
Troubleshooting, diagnosing and resolving standard desktop applications – MS Office 2010/2016, Outlook, Citrix, Windows 7/10 and bespoke legal applications
Management of mobile devices/virtualised desktop environments
Taking ownership of incidents, setting and meeting expectations and communicating frequently with users throughout the incident lifecycle
Ensuring incidents are fully documented with all actions taken in ServiceNow and IQTrack and issues resolved within agreed service levels
Take ownership of the queues and ensure prompt action is taken where necessary
Produce and maintain knowledge articles related to IT systems, processes, incident resolutions
Identify and flag recurring incidents and trends and work with other IT teams to resolve root causes
Ensure that Service Desk best practices are adhered to with a customer-first mentality
Actively review working practices and recommend effective improvements against current service and support levels
Contribute to building and maintaining an effective Global Service Desk Team by participating in meetings, developing relationships and making suggestions to drive service improvement
Qualifications
Minimum two years' experience in a Helpdesk/Service Desk support role
Experience supporting and deploying software and supporting infrastructure
Knowledge of PC hardware troubleshooting, configuration and setup
Practical knowledge of network infrastructure with an understanding of the key components and how to perform basic problem solving
Ability to build rapport with clients, other support teams and external service providers
Strong communication skills and a high service delivery mindset
Ability to work on own initiative and under pressure with attention to detail
Willingness to own a customer issue and see it through to resolution
Experience in a busy environment requiring prioritisation and managing user expectations
Excellent problem management and troubleshooting skills
Flexibility and adaptability; able to take on additional responsibilities as the role develops
Can-do attitude and positive approach to work
Capable of multitasking and experienced problem solver
Willingness to work outside normal hours, be on-call, and travel to other international offices as necessary
Previous experience working in a law firm (preferred)
Working knowledge of a Document Management System
Experience working in an ITIL environment
Benefits & Rewards
The Maples Group prioritises employee health and wellbeing and offers a range of benefits depending on location:
Comprehensive health coverage (medical, dental and optical)
Competitive vacation packages
Educational assistance and professional development programmes
Savings or pension plan
Life insurance
Travel insurance
Global mental wellness programme
Sports clubs and social events
About the Maples Group
Over five decades, the Maples Group has grown into a preeminent professional services firm, offering fiduciary, fund administration, regulatory and compliance, entity formation and management and legal services across multiple jurisdictions.
You can learn more about the Maples Group on our corporate website or Careers Page.
Disclaimer: All personal information collected during the application process will be used for recruitment-related purposes only. Please refer to our Job Applicant Privacy Notice at maples.com/privacy for details on how we handle personal information relating to job applicants.
Seniority level: Associate
Employment type: Full-time
Job function: Finance and Administrative
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