You will provide deskside IT support within the Singapore office, working closely with the central IT Service Desk and wider IT teams to resolve incidents and fulfil service requests. The role ensures that local systems, equipment and users are effectively supported, while aligning with firm-wide standards, processes and policies.
You'll work collaboratively with colleagues across locations to maintain a consistent and reliable IT experience, and contribute to ongoing improvements in services and technology.
This role reports to the Head of International IT Delivery, with a dotted line to the Singapore Managing Partner and Office Manager.
What you'll do
- Analyse and resolve customer technical problems involving multiple technologies and platforms.
- Explore, test, and implement new IT solutions and services as required, with the goal of standardization.
- Participate and advise in the definition of desktop and applications standards, images, processes, and policy governance to improve technical services.
- Participate in project work as required, including non-business hour deployments (e.g. nights and weekends)
- To effectively use the CMS ticket logging system, ensuring that the ticket is updated with qualitative information and closed in accordance with internal IT procedures and within defined SLA's
- Review the service desk incident/request ticket to determine exactly what desk-side support services are needed, including but not limited to:
- Troubleshooting application/network/telephony issues
- Installation of new machines/move existing machines
- Add new hardware/software component to an existing machine
- Change existing hardware/software component in a machine
- Remove/decommission inventory
- Perform Hardware refresh activities
- Firmware updates on equipment
- Backing up required hard drive files
- Restoring user data
- Adhering to processes and procedures
- Maintaining stock levels alongside Procurement
- Responsibility for inventory and asset management
- Mobile phones setup and user coaching
- Provide additional support to client and internal meeting rooms and AV if required.
- Flagging any IT security or regulatory issues arising in your jurisdictions to the Security Manager.
- IT induction training and familiarisation for new users.
- Provide hands/eyes assistance with any AV/Datacentre related issues.
- Flexibility to travel as required.
- Assisting in office moves.
- Out of hours support (as required).
- Participate in regular team meetings.
- Advise and coach junior members of staff.
What you'll bring
- Diploma/BA/BS degree or equivalent preferred.
- Broad software application skills desired.
- Demonstrated ability to master new software applications and technologies.
- Experience of Service Management tools
- Small project management experience a plus.
- Must have at least 3+ years experience with Windows operating systems and hardware in a computer support related setting experience working in a networked environment.
- Working knowledge of ITIL service management processes is highly advantageous.
- Good written, oral and interpersonal communication skills with a strong dedication to customer service.
- Proven proactive problem-solving skills and ability to work under stress and time pressure, required.
- Proven ability to organize/coordinate workload independently among constant deadlines and shifting priorities.
- The ability to work with end users at all levels of the organization are crucial to the success of an individual in this position.
- Risk and IT cyber security aware.
