IT Support Analyst

4 days ago


Singapore StaffGo Full time

Our client, a leading global law firm, is seeking a dedicated and proactive **L2 IT Service Desk Analyst** to join their team. This is an exciting opportunity for an experienced IT professional to provide escalated technical support and troubleshoot more complex issues in a dynamic, fast-paced professional environment.

**The Role**

**Key Responsibilities**
- **Escalated Support**: Act as the second-line support for all IT-related issues, providing resolution for complex technical problems that are escalated from the L1 support team.
- **Case Management**: Utilize the IT Service Management (ITSM) tool, **ServiceNow**, to log, track, and manage complex support tickets, ensuring timely resolution and adherence to service level agreements (SLAs).
- **Knowledge Sharing**: Assist in creating and updating knowledge base articles for the L1 team to improve first-call resolution rates.
- **Customer Service**: Maintain a professional and customer-focused approach, ensuring a positive experience for all users.

**Skills & Experience Required**
- A minimum of **2 years of experience in an L2 or second-line IT support role**, preferably in a professional services or corporate environment.
- Extensive knowledge of core **Microsoft Office 365** products and advanced-level troubleshooting of technical issues.
- Strong problem-solving skills and the ability to work independently to resolve complex issues.
- Excellent communication and interpersonal skills, with a patient and methodical approach to helping others.

**Application**

**Review & Next Steps**

**PDPA Notice**

Posted by

StaffGo Pte Ltd (EA Licence No.: 23C2993)

Poh Yong Shun (EA Personnel Reg. No.: R25152352)

Pay: $4,500.00 - $5,400.00 per month

**Experience**:

- Help desk: 1 year (preferred)

Work Location: In person


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