Geylang - Assistant Manager / Lead Support Analyst (Information Services)

An award-winning full service law firm, Allen & Gledhill LLP has been providing legal services to premier clients since 1902. One of the largest law firms in Singapore, Allen & Gledhill counts among its clients some of the most well-known local and multinational companies and financial institutions. We have positions for highly motivated and committed individuals to join our Firm:

Job Responsibilities:

• Reporting to the Infrastructure & Operations Manager, leads a Servicedesk team to provide first and second level technical support for end users to resolve system (desktops, laptops, printers, smart phones), application, network and other IT related issues.
• Being part of a roster to provide after office hours support to our users.
• Manage service requests and incident management processes to meet IT service quality SLAs
• Work with site support to facilitate meeting room setup
• Ensure asset inventory is up to date
• Ensure standard ITIL based service delivery processes are adhered to and manage problem management processes to ensure root cause analysis and problem resolution workflow are executed when required
• Analyse recurring issues to recommend and implement long term solutions
• Collaborate with Applications, Infrastructure and Security teams to resolve cross-functional issues as well as to test and evaluate new technologies
• Package, configure and deploy software and software patches
• Act as a technology evangelist to provide awareness and training to users on adoption of new technologies and initiatives, including creating user guides and training materials
• Participate in project work and other duties and responsibilities as assigned by the Infrastructure & Operations Manager

Requirements:

• Higher Nitec/ Diploma / Degree in Information Technology or its equivalent
• At least 5 years of relevant working experience in IT Servicedesk and both onsite and remote support with strong customer focused support mindset
• Experience with IT service management tools, incident tracking and prioritisation
• Independent and proactive with good attention to detail, troubleshooting and technical ability
• Good written and verbal communication
• ITIL certification level 2 would be an advantage

Technical Knowledge:

• Proficiency in Windows 10/11, Microsoft Office, Intune and Information Protection
• Familiarity with Microsoft Azure, SaaS applications, infrastructure, network and cybersecurity concepts such as Active Directory, Zero Trust, etc
• 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 of Legal Technology products and platforms such as Litera, iManage, Elite 3E, etc will be added advantage

For more information on our Firm, please visit our website at www.allenandgledhill.com.

Only shortlisted candidates will be notified.