Technology - Support Analyst, Asia Pacific, Analyst

2 weeks ago

Central Singapore TIAA Bank Full time

The Asia Pacific Support Analyst will be part of a team who will assist with the global day-to-day operational management of End User Support to the Business which includes the Desktop infrastructure, supporting toolsets, M365, Audio Visual. The role requires specialist knowledge to deliver an expected high level of end user experience satisfaction

The role will be required to work closely with the IT Support Manager. You will have oversight of the whole APAC region and will be expected to update him with any issues or problems that may be occurring as well as being the point of contact for VIPs in the region.

As the sole Permanent representative for IT in the APAC region, this role will be required to provide assistance to other IT departments in respective of issues and requests.

**Main Duties and Responsibilities**
- Work closely with the out of hours support team to keep APAC updated with any issues that may be affecting them
- Ensure ‘elevated’ support calls are resolved and business users are informed of progress at agreed intervals
- Onboard new APAC users via the induction process, this will improve user experience and reduce calls/requests logged when user’s joiner the company.
- Maintain systems software and hardware documentation and where appropriate asset system information.
- Support all desktop and user devices in the APAC region
- Open and close communication with each APAC office manager to resolve issues and risks so that the office manager knows exactly what the status is of their office.
- Own, prepare and deliver regular status meeting with BSC (AV provider) to resolve outstanding incidents and issues, plus manage all new orders/upgrades and report progress into the IT Support Manager.
- Own and be responsible for project-based work in the APAC region such as hardware upgrades, WDM, Laptop, Thin Clients
- Report creation for bi - weekly project meetings.
- Continual management and ownership when these toolsets are handed to BAU
- Be the Nuveen Permanent resource for confidential issues that may arise from HR/Risk or compliance

**Technical Skills & Qualifications Required**
- M365, Teams Chat, Channels, SharePoint, Applications, Integrations
- Good knowledge of a service management tool. Service Now would be an advantage
- ITIL Foundation
- Preferably an industry related qualification
- Demonstrable academic record
- Fault finding on laptops, thin clients, printers
- Microsoft Office 2016, including MS Outlook 2016,MS Project
- Microsoft Active Directory
- Basic understanding of LAN technologies and protocols including TCPIP, IPX/SPX, Wireless
- Citrix and Xendesktop
- Familiarity with LAN and comms rooms
- Laptop and desktop builds/images

**Competencies Required**
- Excellent interpersonal skills
- Highly motivated with a passion for technology and technical detail with a can-do attitude
- Always maintains a professional manner and remains calm under pressure
- Able to learn new things - specifically how to solve technical problems
- Initiative, willingness to seek and achieve improvements to processes and technology
- Ability to work as part of a team
- Act in line with Nuveens Company Values

This role requires no regulatory designation.

Nuveen is committed to providing equal opportunity across all employment practices and we believe our employees have a right to a diverse and inclusive workplace.
- __________________________________________________

**Company Overview**

**Accessibility Support**

Phone:
(800) 842-2755

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