Job Description

Perm, 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 365 products is essential.

We are looking for an IT Service Desk Analyst to join a global professional services firm. You will be the first point of contact for IT-related support, providing technical assistance and ensuring an excellent customer experience for staff across multiple regions. This role offers the opportunity to work in a fast-paced, international environment with exposure to a wide range of IT systems.

Act as the first point of contact for IT issues (phone, email, in-person) and resolve them promptly and professionally. Provide remote and desk-side support for applications and hardware, including:

Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams)


Zoom, Windows 10


Document Management (iManage), Time Recording (IntApp), Practice Management (Elite 3E)


Digital dictation (BigHand), Workshare, DocX Tools, InterAction, Adobe Suite


Mobile technologies (iOS, Android, Intune), MFA, Mimecast, Remote desktop tools
Log, track, and manage incidents using ServiceNow. Support audio and video conferencing setups. Take ownership of issues through to resolution, ensuring timely updates to users. Escalate issues when required and ensure service levels (SLAs) are met. Maintain knowledgebase articles and IT documentation. Support smooth day-to-day IT operations and contribute to process improvements.

Requirements

At least 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 365 products is essential. Experience with legal or professional services software is a plus. Knowledge of audio/video conferencing tools is desirable. ITIL Foundation certification is an advantage. Excellent communication and customer service skills. Calm, logical, and professional approach when working under pressure. Flexible with working hours (occasional after-hours support required). High level of discretion and confidentiality.

Triton AI Pte Ltd

Registration Number: R1980724

EA: 21C0661