Service Desk Analyst

Company: Coba IT Consultants Ltd
Job type: Full-time

Are you a driven IT Service Desk Analyst looking for an opportunity with a highly successful international commodity trader? Are you keen to work with the latest technology during a period of exciting transformation? We are actively looking for a customer focused contact point for the Information Services team to be based out of their Singapore offices. The IS Analyst is a trusted expert combining a service-oriented approach with strong technical ability to proactively support their user community and be part of the information services team.
The IS Analyst - in close partnership with other Information Services colleagues - performs an important role supporting the company systems and productivity tools underpinning the company's technology use and facilities.
Knowledge of the following technology:
Detailed knowledge of Windows 10 operating system and MS Office products
Strong knowledge and hands-on experience of help desk level Active Directory (Users and computers, Group Policy)
Administration of file/folder level permissions, file shares, and related security
Experience of MDM mobility solutions such as Airwatch, Intune and Mobile Iron
Strong Office 365 knowledge and experience required (O365 user management and help desk level related tasks)
SharePoint and Exchange Online support a plus
Ability to troubleshoot user-level related network problems (DNS, DHCP, WIFI, VPN, )
Troubleshoot printer and printing related problems both locally and on the Back End server
Strong knowledge of tools like Ivanti HEAT, ServiceNow or similar
Responsibilities:
Prompt and efficient triage of Tier 1 and 2 incidents, incident management and resolution.
Troubleshooting computer and network related issues
Prompt escalation and collaboration in relation to tier 3 incidents
Logging of all incidents using ServiceNow
Respond to customer inquiries via phone, Skype for Business, email, and the ServiceNow portal
Provisioning of computer equipment and peripherals to employees; maintain and repair existing IT equipment.
Tier 1 and 2 tasks and monitoring of Backups, Active Directory, Mail filters, Anti-Virus and other operational tools
End-user software/hardware installation and configuration; perform upgrades.
User and team training, and guidance on best practices
Support global IS initiatives
Administrative tasks related to job role

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