Service Desk Analyst

2 weeks ago


Singapore Allen & Overy Full time

Allen & Overy is a leading global law firm operating in over thirty countries. We work on some of the most challenging and important deals and have built a reputation for delivering exceptional legal solutions that help our clients grow, innovate and thrive. The legal industry is changing, and we're committed to leading that change, putting our people first, embracing new ways of thinking and integrating technology into our everyday work. Our business teams work hand-in-hand with our lawyers, Consultants and other specialist teams, and are ambitious, driven and leaders in their field.

With us, you will constantly be learning and growing. We invest in you by offering exceptional professional and personal development - providing training, mentoring and practical support. We offer rewarding careers that are built around your strengths and designed to ensure you can achieve your personal and professional goals, recognising that those may look different for everyone.

We have a powerful commitment to diversity, equity and inclusion. We’re determined to play our part in advancing a workplace where progress is made by harnessing our differences - whatever defines you, we ask you to bring your whole self to work. What truly defines a career at Allen & Overy? We recruit the best and ask for the best of you. We provide challenge, support and a place for you to belong. And together we excel, working on meaningful projects of global significance.

Working Hours
- 2 shifts on weekdays and 2 shifts on weekends.
- Monday to Friday
- 1st shift: 7am - 4pm
- 2nd shift: 9am - 6pm
- Weekends, based on roster, usually work on 2 weekends.
- 1st shift: 7am - 4pm
- 2nd shift: 9am - 6pm
- Role of the IT Department
- The Global Service Desk provides Allen & Overy with 24x7x365 IT support coverage, with teams present at both Singapore and Belfast (UK) locations. Calls can come from anywhere in the world and the Service Desk staff are key in providing an effective and professional IT support service to the firm's staff and clients.
- Regularly collaborating with the Global Service Management teams located within the United Kingdom is critical to ensure worldwide consistency of services delivered to customers.
- The Global Service Desk team is critical and the backbone for IT customer service, with frequent interaction with and execution of the ITIL disciplines of incident, change, problem, release, and capacity management.

**Role and responsibilities**

The Service Desk Analyst is accountable for supporting and maintaining the following areas:

- Provide 1st line (telephone) support and occasional 2nd line (Deskside) support.
- Record all incidents and requests in the BMC Helix call logging system.
- Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams.
- Ensure that customers are kept informed of events relating to their call.
- Facilitate communication between the various IT teams, both regional as global.
- Proactively engage and work closely with the regional IT Support Officers and IT Operations team, ensuring that the business receives the highest level of service.
- Work closely with Belfast Service Desk team for ticket handover and follow-ups.
- Coordinate as required with the ITIL Process Management team (including change, release, problem and configuration)
- Provide 1st line (telephone support) and occasional 2nd line (Deskside support) for incident resolution. Record all requests for assistance in the BMC Helix call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
- Ensure all calls are responded to within a timely manner and within the agreed OLAs.
- Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams.
- Ensure that customers are kept informed of events relating to their call.
- Monitor calls when passed to 2nd and 3rd line teams.
- Provide guidance, training and mentoring to other team members as required.
- Build and maintain good customer relationships.
- Develop a detailed understanding of the business and departments that are supported.
- Complete tasks and other assigned work to agreed deadlines

**Key Technical requirements**
- Expertise in the use of Call managing systems.
- Active Directory and Remote Exchange Console.
- Knowledge of Windows 10, Microsoft Office and remote working via both VPN and Citrix
- Basic knowledge about ITIL concepts.

**Business Competencies**
- Strong organisational skills with a proven track record in a challenging support department.
- Commitment to rapidly resolve incidents using a logical and structured approach to problem solving.
- Ability to make sound decisions under pressure.
- Strong commitment to excellent customer service.
- An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language
- Personal credibility, highly self-motiv



  • Singapore VALUE SEARCH ASIA PTE. LIMITED Full time

    **IT Service Desk Analyst - European Private Bank - APAC Opportunity - Dynamic Team Our client is a global private bank with a strong presence in the Asian markets. They are currently looking for an IT Service Desk Analyst to join their dynamic Team. Your main responsibilities are to log all relevant incident request and provide lines of investigations and...


  • Singapore Ambition Full time

    Service Desk Analyst Ambition Singapore Apply now Posted 1 day ago | In-Office | Permanent | Negotiable Service Desk Analyst Ambition Singapore Apply now A global professional services firm is seeking a Service Desk Analyst to join its Singapore office in a regional support capacity. The role involves delivering first-line and occasional second-line...


  • Singapore Michael Page Full time

    Join to apply for the Service Desk Analyst role at Michael Page . Benefits include: Cross-Functional Collaboration Opportunities Potential Career Growth and Development About Our Client The hiring organisation is a medium-sized insurance provider known for leveraging technology to deliver innovative solutions. Their technology department focuses...

  • Service Desk Analyst

    2 weeks ago


    Singapore OPENSOURCE PTE. LTD. Full time

    **Service Desk Analyst** **Job Purpose** Drive to closure for incidents & Service Requests tickets raised. Route issues to SMEs, vendors and act as point of contact to internal support teams and clients. **Responsibilities**: - Diagnose and resolve technical hardware and software issues via call or remote tools. - Opens, tracks, and closes trouble...

  • Service Desk Analyst

    2 weeks ago


    Singapore Opensource Pte Ltd. Full time

    **Service Desk Analyst** **Job Purpose** Drive to closure for incidents & Service Requests tickets raised. Route issues to SMEs, vendors and act as point of contact to internal support teams and clients. **Responsibilities**: - Diagnose and resolve technical hardware and software issues via call or remote tools. - Opens, tracks, and closes trouble...


  • Singapore TALENT LEGAL GLOBAL SEARCH CONSULTANCY (PTE.) LTD. Full time

    The Service Desk Analyst is responsible for providing technical support to the Firm’s internal customers. The Service Desk Analyst possesses a good understanding of legal environment priority requirements. **Job Responsilibilities**: - Provide solutions to customer problems of complex nature to ensure customer satisfaction. - Prioritize, research,...


  • Singapore Givaudan Full time

    Join to apply for the Workplace Service Desk Analyst role at Givaudan 1 month ago Be among the first 25 applicants Join to apply for the Workplace Service Desk Analyst role at Givaudan Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with our customers, we deliver food...


  • Singapore TRITON AI PTE. LTD. Full time

    Roles & ResponsibilitiesPerm, Hybrid Work Arrangement At least 2-3 years of IT Helpdesk/Service Desk experience and at least 6 months experience within a professional services environment (legal, accounting, consulting, or similar). Strong troubleshooting skills with knowledge of laptops, mobiles, and core applications. Familiarity with Microsoft Office...


  • Singapore EFG International Full time

    Within the department of IT and reporting functionally to the IT Service Desk Manager, the IT Service Desk Analyst ensures the delivery of outstanding customer service to users and clients. **Main Responsibilities** - Logs all relevant incident/service request details, allocating categorization and prioritization codes as per internal procedure - Provides...


  • Singapore ACUUTECH PTE. LTD. Full time

    **JOB PURPOSE** Ensure that Acuutech delivers an effective and efficient service, ensures customer problems and issues are resolved promptly and in a timely manner to enable client satisfaction. To conduct remote support ensuring a professional image is always conveyed. Develop and maintain a relationship with every client to maximise future revenue...