IT Support Analyst - Singapore - WITHERS KHATTARWONG LLP
Description
Withersworldwide
Job title:
IT Support Analyst
Reports to:
Regional IT Service Desk Manager/Head of IT Service Delivery
**Location: Singapore
Join a dynamic and fast-growing employment practice that is well-regarded by clients and has gained a foothold in all legal directories in recent years.
We service top-tier clients including family offices, Fortune 500 companies, financial institutions, cutting edge start-ups, and individuals including founders, C-suite executives and executives.
The nature of the work that we do is complex, high-value and challenging, and we offer strategic, commercial and pragmatic solutions to clients.
In so doing, we test the frontiers of employment law, the tripartite landscape, and good practice.About Withers KhattarWong LLP
Withers KhattarWong LLP is amongst the largest international law firms in Singapore. We are a fully integrated global law firm with lawyers located across five continents in 18 offices.
Our broad global platform allows us to guide clients through the legal challenges inherent in the ever-changing international landscape.
Internationally, we have made a reputation for ourselves as the leading law firm for private capital; our clients include public and private companies founded by successful families, MNCs, financial institutions, international brands, family offices and HNWIs, charities and not-for-profit organisations, amongst others.
What are we looking for?
We are looking for an experienced, technical and personable IT Support Analyst to support to all users within the APAC offices.
Areas of focus and responsibilities
- Perform technical support functions via phone, remote connection and desk side visits
- Log calls in the Service Desk management tool to ensure incidents and requests are managed in a timely manner and escalated using the correct procedures. Close calls when a satisfactory resolution has been achieved
- Correctly diagnose software and hardware faults and liaise with 3rd party engineers. Incidents should be carried out within reasonable time scales and monitored to resolution
- Identify major support incidents and liaise with support teams, following the Major Incident process
- Build and support laptops, desktops, printers and remote devices such as iPhones
- Inform the Regional IT Service Desk Manager of any escalating support issues in order that they may be resolved within reasonable time scales
- Assist with user account management and administration i.e. new hires/leavers etc
- Administer IT asset inventories, ensuring records are kept fully up to date
- Produce and maintain technical documentation and articles for the knowledge base
- Participate in IT projects, implementation and roll outs as required
It is intended to describe the general content of, and requirements for the performance of this job, and as such, the role may also include the undertaking of additional tasks as required.
Technical skills and qualifications
- Minimum 34 years' experience in a law firm or similar/professional environment
- Technical knowledge of supporting Windows 10 Professional in a networked environment
- Experience of working in a Microsoft Active Directory and Exchange environment
- Detailed knowledge of the Microsoft Office 365 suite including installing, configuring and support within a network environment
- Understanding of networking technologies (wired and wireless)
- Knowledge of remote working technologies
- Citrix, VPN and DUO 2 factor Administration
- Mobile phone (iPhone) support and administration using MDM (Airwatch)
- Experience supporting VDI environments
- PC and Laptop configuration
- Configuration, analysis and diagnostics of PC, Printer and Laptop faults. Familiarity with HP PC hardware, Lenovo / HP Laptops, HP Laser printers and Canon multifunction devices
- Experienced supporting Video Conferencing Systems and Solutions
- Document Management System iManage or similar
- Time Management/Recording
- Elite 3E or similar desired but not essential
- Being ITIL V3/V4 certified is desirable
Personal qualities and approach
- Service oriented and collaborative approach. Able to work with a wide variety of users both technical and nontechnical.
- Inspires confidence that issues raised will be resolved and stakeholder's expectations are effectively managed.
- Excellent communicator at all levels. Empathises with user frustrations; capable of dealing with people in a calm, professional and effective manner
- Excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically
- Strong written communication skills with a high standard of user training documentation and technical procedure writing skills
- Enthusiastic and approachable
- Must possess good problemsolving skills and a calm and focused attitude.
- Mus
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