Information Services

5 days ago

Singapore Xcellink Pte Ltd Full time

An award-winning full-service law firm is expanding their business and is looking to invite a Information Services (IS) Senior Support Analyst on board their team.
**Essential Duties and Responsibilities**:

- Manage service requests and incident management processes to meet IT service quality SLAs
- Work with site support to facilitate meeting room setup.
- Ensure standard ITIL based service delivery processes are adhered to and manage problem management processes to ensure root cause analysis and problem resolution workflow are executed when required.
- Analyse recurring issues to recommend and implement long term solutions.
- Collaborate with Applications, Infrastructure and Security teams to resolve cross-functional issues as well as to test and evaluate new technologies.
- Act as a technology evangelist to provide awareness and training to users on adoption of new technologies and initiatives, including creating user guides and training materials.

**Requirements**:

- Higher Nitec/ Diploma / Degree in Information Technology or its equivalent.
- At least 5 years of relevant working experience in helpdesk and both onsite and remote support with strong customer focused support mindset.
- Experience with IT service management tools, incident tracking and prioritisation..
- Independent and proactive with good attention to detail, troubleshooting and technical ability.
- Good written and verbal communication.
- ITIL certification level 2 would be an advantage.

**Technical Knowledge**:

- Proficiency in Windows 10/11, Microsoft Office, Intune and Information Protection
- Management of SCCM & 3rd party patching console
- Management of Anti-Virus protection console
- Online collaboration tools (MS Team, Cisco Jabber, WebEx, Zoom, Skype, etc.)
- Knowledge in Legal Technology products and platforms such as Litera, iManage, Elite 3E, etc will be added advantage.

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