Information Services (IS) Senior Support Analyst 250795

Information Services (IS) Senior Support Analyst

Job Duties and Responsibilities:

• Provide first and second level technical support for end users


• Manage service request and incident management processes to meet IT service quality SLAs


• Manage problem management process to ensure root cause analysis and problem resolution workflow are executed when required


• Ensure standard ITIL based service delivery processes are implemented for IT services to be fit for use and fit for business


• Identify cost optimisation with service improvement opportunities


• Support and manage end user devices (desktops, laptops, printers, smart phones)


• Work with site support to facilitate meeting room setup


• Perform other duties and responsibilities as assigned

Job Requirements:

• Diploma / Degree in Information Technology or its equivalent


• At least 5 years of relevant working experience in helpdesk and onsite support with strong support skillset


• Must be independent and proactive


• Good communication and written skill


• ITIL certification level 2 would be an advantage

Technical Knowledge Preferred:

• Microsoft Window 10 & Office Suite


• Management of SCCM & 3rd party patching console


• Management of Anti-Virus protection console


• Online collaboration tools (MS Team, Cisco Jabber, WebEx, Zoom, Skype, etc.)


• Good knowledge with Litera & DMS will be added advantage