Service Desk Analyst - Singapore - BeyondTrust

Description

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success.

You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.


The Role:
We seek a highly motivated and customer-oriented Service Desk Analyst to join our team.

In this role, your primary responsibility is providing technical support and assistance to end users face-to-face and remotely based in Asia-Pacific, the Middle East, and India.

You will be the main point of contact for all IT-related issues and queries within the Singapore Office. Additionally, you will be responsible for managing and maintaining all IT equipment within the office premises.

Your role will also involve translating non-technical difficulties into technical language for the technical teams and coordinating with third-party vendors for equipment maintenance and warranty claims.

What You'll Do:

Incident and Request Management:

• Log and track incidents and service requests in a ticketing system, ensuring accurate and uptodate information. Escalate issues to appropriate teams if necessary and follow established processes for incident resolution and request fulfilment.

End User Support:

• Provide technical support and assistance to end users in person and remotely, ensuring timely resolution of ITrelated issues and inquiries.

IT Equipment Management:

• Take ownership of all IT equipment in the Singapore office, including computers, printers, network devices, and peripherals. Maintained an inventory, tracked assets, and ensured proper functioning and maintenance of all equipment.
• Coordination with internal infrastructure to perform any switches upgrade, and internal security operations to perform firewall upgrade.

Proactive Monitoring:

• Monitor IT systems and networks to identify potential issues, proactively mitigate risks, and ensure optimal system performance.

Technical Translation:

• A liaison between nontechnical users and technical teams, helping to translate and communicate technical difficulties, requirements, and solutions in a userfriendly manner.

Vendor Coordination:

• Collaborate with thirdparty vendors for equipment maintenance, repairs, and warranty claims. Coordinate and follow up on service requests, ensuring timely resolution and satisfactory service delivery.

Documentation and Knowledge Sharing:

• Create and maintain documentation, including FAQs, knowledge base articles, and user guides, to assist end users in troubleshooting common issues independently.

User Training and Onboarding:

• Conduct training sessions and provide orientation to new employees on IT systems, software, and best practices to enhance user knowledge and productivity.

What You'll Bring:

• A bachelor's degree in computer science, information technology, or a related field experience
• Proven experience in providing technical support to end users, facetoface or remotely.
• Strong knowledge of IT equipment, including computers (Windows, MacOS), printers, networking devices, and peripherals
• Excellent communication skills with the ability to translate technical concepts into nontechnical terms for users.
• Familiarity with ticketing systems, incident management processes, and asset management, ServiceNow
• An Intermediate understanding of Office36
• Ability to prioritise and manage multiple tasks simultaneously while maintaining attention to detail.
• Proficiency in troubleshooting software, hardware, and networkrelated issues
• Basic understanding of IT infrastructure and networking concepts
• Experience working with thirdparty vendors for equipment maintenance and warranty claims is desirable.
• Effective communication (both written and verbal) and ability to do presentations.
• Strong customer service orientation and problemsolving skills
• Adaptability to changing technologies and a willingness to learn new tools and systems.

Nice To Have:

• Experience working with Endpoint Security Technology
• Logistics Management
• Office 365 certifications

Better Together

Diversity. Inclusion. They're more than just words for us.

They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the worldwide leader in intelligent identity and access security, empowering organizations to protect identities, stop threats, and deliver dynamic access to empower and secure a work-from-anywhere world.

Our integrated products and platform offer the industry's mo