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Job Title IT Support Analyst
Department IT
Role Business Services
Job Location Singapore

Main purpose of the role:

To provide IT support to users of Simmons & Simmons related IT issues.

Working to scheduled but varying shift patterns, the role involves recording, diagnosing, monitoring and resolving problems by using a call management system which provides a high-level audit trail for every call made or taken. The strategy for the IT Support Desks is to adopt a first-time resolution approach from call placement to call resolution.

Main duties and responsibilities:

  • The support of Simmons and Simmons IT Applications and Hardware.
  • Provide First Line application support (productivity tools and business applications) including: incident & problem identification, analysis, diagnosis, and resolution or escalation when necessary.
  • Assist in resolving incidents, questions & requests communicated either over the telephone, e-mail or web within the agreed KPI targets on a 24x7 basis.
  • Work with the IT team to identify recurring and common incidents and contribute to the developments/solutions which reduce them.
  • Adhere to call management procedures including escalations. Ensure that the customers and where required, the Practice and IT Team Leaders and Managers are kept informed of progress for each case at all times.
  • Log all contacts within Service Now ensuring all appropriate information is recorded.
  • Adapt and adhere to professional standards and processes to ensure consistency and common practice within IT Support are met.
  • Achieve set targets (KPIs).
  • Active input and ownership of allocated ITS projects.
  • Monitor and escalate all Simmons & Simmons IT systems alerts on a 24x7 basis.
  • Carry out user administration tasks as needed.
  • Assist the IT Support Team Leaders in identifying skills and knowledge gaps in the team.
  • Develop and maintain expert knowledge in relation to all of Simmons & Simmons' business applications and a knowledge base for any aspects specific to remote offices in order to enhance the overall level of service provision.
  • Assist with the support of the Simmons & Simmons technical infrastructure, working in conjunction with the relevant teams (IT Support, Technical Support, Change and IT Training, 3rd Line Technical Teams).

Person specification:

  • Ideally some form of College IT qualification or equivalent
  • Ideally previous experience of working in a IT helpdesk
  • Ideally at least 1+ years technical IT support experience
  • Ideally experience of working in service-orientated company working towards KPI's and SLA's
  • Experience Service Now or other call logging systems.
  • Previous telephone support and problem solving.
  • Good understanding of document comparison tools, Document management systems
  • Logical and objective approach to problem solving.

Other requirements:

  • Flexibility and ability/willingness to work out of hours, if required, to support the implementation of changes. Additionally, experience of working in an 'on call' environment to provide support to the first and second line teams for priority incidents.
  • Willingness to undertake occasional international travel, if required, to support business needs.