IT Support Analyst

6 days ago

Singapore SIMMONS & SIMMONS ASIA LLP Full time

Working to scheduled but varying shift patterns, the role involves recording, diagnosing, monitoring and resolving problems using a call management system that provides a high-level audit trail for every call made or taken. The strategy for the IT Support Desks is to adopt a first-time resolution approach from call placement to call resolution.
- The support of Simmons and Simmons IT Applications and Hardware.
- Work with the IT team to identify recurring and common incidents and contribute to the developments/solutions which reduce them.
- Adhere to call management procedures including escalations. Ensure that the customers and where required, the Practice and IT Team Leaders and Managers are kept informed of progress for each case at all times.
- Log all contacts within Service Now ensuring all appropriate information is recorded.
- Adapt and adhere to professional standards and processes to ensure consistency and common practice within IT Support are met.
- Achieve set targets (KPIs).
- Active input and ownership of allocated ITS projects.
- Monitor and escalate all Simmons & Simmons IT systems alerts on a 24x7 basis.
- Carry out user administration tasks as needed.
- Assist the IT Support Team Leaders in identifying skills and knowledge gaps in the team.
- Assist with the support of the Simmons & Simmons technical infrastructure, working in conjunction with the relevant teams (IT Support, Technical Support, Change and IT Training, 3rd Line Technical Teams).

**Requirements**:

- Ideally previous experience of working in a IT helpdesk
- Ideally at least 1+ years technical IT support experience
- Ideally experience of working in service-orientated company working towards KPI’s and SLA’s
- Experience Service Now or other call logging systems.
- Previous telephone support and problem solving.
- Good understanding of document comparison tools, Document management systems
- Logical and objective approach to problem solving.

**Other requirements**:

- Flexibility and ability/willingness to work out of hours, if required, to support the implementation of changes. Additionally, experience of working in an ‘on call’ environment to provide support to the first and second line teams for priority incidents.
- Willingness to undertake occasional international travel, if required, to support business needs.

Compensation will be provided for work out of hours and 24/7 standby on-call duty.

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