Service Delivery Analyst

7 months ago


Singapur, Singapore William Grant & Sons Full time

Job Introduction

To provide quality first level (and some second level) IT support to the business, answering telephone calls to the central IT Service Desk number and resolving as many IT service requests as possible within Service Level Targets.

Main Responsibility

Act as a single point of contract for IS telephone support, providing technical expertise and support to system end- users, logging and resolving calls within agreed SLT and escalating to other teams as appropriate. Proactively share knowledge with other team members, updating and documenting procedures and solutions. Suggest/contribute to ways of improving existing tasks and processes using current technology to support a culture of continuous improvement. Ensure that all calls are logged in the Service Desk IT CMBD with the relevant SLT applied. Carry out system/staff Adds, Deletes and Transfers in line with existing processes. Engage, and establish successful relationships with end- users, identifying ongoing opportunities for improving the User experience and maximising customer service. Demonstrate behaviours in line with our diversity and inclusion aim, which is to create and promote a diverse and inclusive culture at WG&S where ideas, differences and views are respected and where all employees are encouraged to create their own personal legacy.

What we can offer you

We offer a competitive salary and benefits which are designed to promote our employees financial wellbeing. Employees are also eligible to participate in a bonus plan. Our employees enjoy a generous holiday entitlement. Private Healthcare for employees (including dependents), dental cover and annual health screenings. Pension provision for local nationals is addressed by the statutory Central Provident Fund (CPF). Alternative pension arrangements are available for non-locals. Our Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial and legal to home and family issues.  Private Life Assurance and Total Permanent Disability cover. Product allowance so that you can enjoy our fantastic portfolio of brands with your family and friends. Every employee has the opportunity to claim funding each year for a charity or charities for which they have raised money, volunteered their time or personally donated. Learning resources to help you be your best self.

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