Service Desk Analyst
Singapore, Singapore
Job Description
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The Validus Group operate as a global company with satellite offices around the world. The Service Support & Delivery team offer 1st through 2nd line support for all Validus offices. The successful candidate would work as part of the Service Desk team to provide first-line support to 800+ users across Europe, North America, Australia, South America and Asia, delivering and maintaining a \xe2\x80\x98best-of-breed\xe2\x80\x99 IT Service Desk service. This person will work in a pro-active and co-operative manner to ensure that the responsiveness, effectiveness and quality of the IT Service Desk is as good as it can be.
Responsibilities
- To ensure high level of customer experience with delivery of 1st and 2nd-line support (break-fix and Service Requests) effectively and in accordance with agreed service levels, standards and processes, working remotely and face-to-face with business users.
- Responsible for IT requirements of users and to ensure that they aligned with the company\xe2\x80\x99s operational strategies.
- To log all calls on the call logging system
- Support users in the use of IT equipment and services through the provision of necessary training and advice
- To escalate Incidents and Service Requests which are beyond the job-holders capability or resource capacity in an effective manner to optimise the quality of service provided to the users
- Work with other IT Service Desk staff and Infrastructure, Application and Database Support teams effectively to ensure that excellent end-to-end IT services are provided
- Identify and take part in initiatives to improve the quality and effectiveness of the IT operational service
- Identify where knowledge can be shared with other IT staff to improve the effectiveness of IT services, and help develop the knowledge and skills of others in the IT Services team
- Ensure that assigned IT service Incidents are managed effectively and root cause analysis is undertaken where appropriate to reduce the number and severity of future operational Incidents
- Undertake service analysis, proactive service monitoring or project activities as assigned
- To liaise with third-party vendors where required
- To comply with all company and departmental policies and procedures
- To preserve the security of company systems and data
- To be professional at all times and act as an ambassador for IT excellence within Talbot
- When required, be available to provide support cover or assistance out of business hours (i.e. weekends and weekday evenings)
- Any other appropriate tasks as directed by the management
- Minimum 3 years\xe2\x80\x99 experience as an IT Support in a medium or large MNC
- Have a good understanding of IT operational support frameworks, including all ITIL disciplines
- ITIL Foundation or Practitioner (V2 or V3)
- Experience of using call logging software for workflow processing around Incidents, Service requests, Change requests etc. (LANDESK Service Desk experience advantageous)
- Strong knowledge of Microsoft-based operating systems (Windows 7, Windows 10, Windows Server 2008/12)
- Experience with using and troubleshooting the Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint \xe2\x80\x93 versions to 2016)
- Mobile device management experience (MobileIron, Wandera, iPhone environment)
- Basic understanding of networking fundamentals (WAN, LAN, TCPIP, DNS, DHCP etc.) essential
- Hands-on experience of using Citrix, Exchange, Bomgar, Remote Desktop and LANDESK advantageous
- Good understanding of Microsoft Active Directory essential
- Be self-motivated with a \xe2\x80\x98can do\xe2\x80\x99 attitude an responding to the challenges presented by front-line IT support
- Possess strong analytical and problem solving skills
- Have knowledge and experience of the insurance sector (not essential)
- Be professionally presented with strong customer-facing skills, and the ability to build and maintain relationships at all levels
- Possess good verbal and written communication skills
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Job Detail
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Job IdJD1302735
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSingapore, Singapore
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EducationNot mentioned