Requirement
- Diploma/Bachelor's Degree in Computer Science, Information systems, or related field.
- 5 years+ experience of supervising a busy, well-structured and mature IT Service Desk.
- Experience in Incident, Request, Major Incident and Problem Management gained in an ITIL-based organization. Relevant ITIL qualifications.
- Domain Industry in law firm or similar professional services environment
- Experience of working with / optimizing an ITSM tool (Top Desk or similar).
- Good technical knowledge of Windows 10 Professional, Microsoft 365, Microsoft Active Directory, Exchange and SCCM.
- Technical knowledge of supporting video conferencing systems, supporting telephone systems – Avaya or similar.
- Configuration, analysis and diagnostics of PC, Printer and Laptop faults. Familiarity with HP PC hardware, Lenovo Laptops, HP Laser printers and Canon multifunction devices.
- Experience with a Document Management System – iManage or similar, Legal industry applications – iManage, BigHand, 3E, Workshare, InterAction, Template Management systems.
Responsibilities
- Day to day accountability for the APAC IT Service Desk function and ensuring good service of IT services.
- Maintain staff schedules to ensure IT Support continuity is aligned with the Firm's follow- the-sun support model.
- Monitor, audit, report and analyse the health of the IT Service Desk function using ticket- related performance KPIs. Provide regular and ad hoc status updates to line management.
- Act as the first point of escalation for performance issues within the team and customer related issues. Informing line management of any escalating issues in order that they may be resolved within reasonable time scales.
- Deliver end-to-end support in accordance with IT service management procedures.
- Act as the communications lead following an agreed major incident procedure, and to be responsible for service-related communications.
- Identify improvement opportunities and work with line management to implement programs that enhance IT Service Desk operations, customer satisfaction with IT and overall usage of the firm's technology products and services.
- Monitor queues, calls and interactions of the IT Service Desk staff including the ticketing system, documentation and escalations to ensure that all interactions and escalations meet established criteria and are documented appropriately.
Interested applicants, Please send your updated resume in Word format to [email protected]
Please indicate Job Code 109 on email subject
We regret that only shortlisted candidates will be notified.
IT Consultancy & Services Pte Ltd
EA No: 92C5311 | EA Reg No. R1104129
Please visit www.itcspl.com to learn more information about ITC
