IT Support Analyst

2 weeks ago

Singapore SINGAPORE LIFE LTD. Full time

**Responsibilities**:

- Dedicated IT desktop support to VIP users.
- Responsible for the analysis of customer issues to provide timely resolution
- Responsible for Level 2 desktop support such as assessing user needs, defining technical problems, and collaborating with engineering team to determine solutions as well as implementing the solutions.
- Initialize case escalations as part of the resolution process and Interface with Tier 2 support
- Responsible for providing technical leadership and training for lower-level technical support analysts
- Create and maintain technical documentation on system support models, common issues, and solutions.

**Experience**:

- Must possess skills necessary to troubleshoot complex problems, analyze possible root causes, and educate customers to perform troubleshooting
- Ability to prioritize tasks and manage own workload in a timely manner as well as make timely decisions, while meeting team goals and business needs of the organization.

**Education**
- Academic: Bachelor’s degree in Computer Science or in a related field is preferred
- Professional Certification(s):

- Industry-specific certification in relevant computer languages or software may be required
- Min 3 years of relevant experience involving technical knowledge of a companies' products and services

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