IT Support Analyst

Position: IT Support Analyst

Location: Singapore

The Maples Group is a standard bearer in financial and legal services, trusted by many of the world's largest hedge fund managers, private equity firms and international corporations.

Our distinction flows from our carefully curated team: 2,000+ professionals characterised by tenacity, ethics and exacting excellence. We hire smart and sharpen smarter, arming talent with best-in-class resources and skills. With 18 locations across the Americas, Asia, Europe and the Middle East, our international presence offers a unique springboard for career development and cross-cultural immersion. Our side-by-side financial and legal services are similarly ripe for interdisciplinary learning and growth.

The Maples Group looks to add a Singapore based IT Support Analyst to our team and invites eager and qualified candidates to apply. We are committed to diversity, inclusion and equality of opportunity as we attract, retain and develop world-class talent.

Who We Seek

Our merit-based culture suits professionals in pursuit of boundless careers and lives. Beyond their acumen, team members are collaborative and conscientious, bringing a healthy sense of drive and purpose to each interaction and to all aspects of their work.

About the Role

The IT Support Analyst will report directly to the Local IT Manager. The IT Service Desk Analyst will provide remote support on a global level, act as the main point of contact for all IT related issues with the focus on first contact resolution. The Service Desk Analyst will have a pro-active and customer centric attitude and an aptitude for working with applications/systems to undertake correct analysis, prioritisation and diagnosis leading to the swift resolution of issues raised

Primary responsibilities include:

• Providing excellent quality remote support via phone and email as part of a larger international IT support team
• Troubleshooting, diagnosing and resolving standard desktop applications MS Office 2010/2016, Outlook, Citrix, and Windows 7/10 and bespoke legal applications
• Management of mobile devices/virtualised desktop environments
• Taking ownership of incidents, setting and meeting expectations and communicating frequently with users throughout the incident lifecycle
• Ensuring incidents are fully documented with all actions taken in ServiceNow and IQTrack and issues resolved within agreed service levels
• Take ownership of the queues and ensure that prompt action is taken where necessary
• Produce and maintain knowledge articles related to IT systems, processes, incident resolutions
• Identify and flag reoccurring incidents and trends and work with other IT teams to resolve root causes
• Ensure that the Service Desk best practices are adhered to with a customer first mentality
• Actively review working practices and recommend effective improvements against current service and support levels
• Contribute to building and maintaining an effective Global Service Desk Team by participating in meetings, developing relationships and making suggestions to drive service improvement

What You Bring

In addition to indisputably high ethical standards and autonomy, the ideal candidate possesses the following:

• Must have relevant experience supporting and deploying software and supporting infrastructure.
• Knowledge of PC hardware troubleshooting, configuration and set up
• Practical knowledge of network infrastructure with an understanding of the key components and how to perform basic problem solving
• Ability to build rapport with clients, other support teams and external service providers
• Good team player with excellent communication skills and a high service delivery mind-set
• Ability to work on own initiative and under pressure while still maintaining a high focus on attention to detail
• Willingness to own a customer issue and see it through to resolution
• Experience working in a busy environment requiring prioritisation and strong management of users expectations
• Excellent problem management and troubleshooting skills
• Flexibility and adaptability key to this role
• Ability to take on other responsibilities as the role develops
• Can do attitude and positive approach to work
• Capable of multitasking and experienced problem solver
• They must be amenable to working out of office hours, on-call and able to travel to other international offices as necessary.
• Previous experience working in a law firm
• Minimum two years experience in a Helpdesk Service Desk support role
• Working knowledge of Document Management System
• Experience working in an ITIL environment

Benefits & Rewards

The most enduring professional relationships are reciprocal relationships. The Maples Group prioritises employee health and wellbeing. Depending on your location, we offer a range of benefits, including:

• Comprehensive health coverage (medical, dental and optical)
• Competitive vacation packages
• Educational assistance and professional development programmes
• Savings or pension plan
• Life insurance
• Travel insurance
• Global mental wellness programme
• Sports clubs and social events

About the Maples Group

Over five decades, the Maples Group has grown from modest beginnings into one of the world's preeminent professional services firms, offering specialised fiduciary, fund administration, regulatory and compliance, entity formation and management and legal services on the laws of the British Virgin Islands, the Cayman Islands, Ireland, Jersey and Luxembourg.

You can learn more about the Maples Group on our corporate website.Experience our culture and our people on our Careers Page or on LinkedIn.

Disclaimer: All personal information collected during the application process will be used for recruitment-related purposes only. Please refer to our Job Applicant Privacy Notice at maples.com/privacy for details on how we handle personal information relating to job applicants.