A&O Shearman is a new global industry-leading law firm, with nearly 50 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.
We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.
Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to an inclusive environment, and we provide support and ways of working that help you optimise your wellbeing.
What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.
Information Technology team - Singapore
IT Service Management Support provides A&O Shearman (AOS) with an initial point of contact for providing first and second line resolution for IT support calls, requests and reporting. The team manages requests for new services and liaises with other areas of IT to resolve issues with existing systems and hardware.
What you will do
The Senior IT Analyst acts as an ambassador for IT, is responsible for handling requests and incidents as well as providing operational technical support along with occasional training to all customers within A&O Shearman, but predominantly for the Singapore office. The Senior IT Officer is also responsible for driving technological adoption, challenging the status quo, engaging with customers, and is expected to contribute in a positive manner to the success of the firm.
Customer Relationship Management
- Engage frequently with customers to educate and advise on their technological requirements
- Identify areas for innovation in line with the firm’s IT strategy
- Offer solutions to technical and non-technical problems
- Be proactive and innovative with technological advancements and changes
Service Support
- Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and call resolution
- End to end ownership of incidents and requests monitoring tickets passed to other support teams
- Ensure accurate and timely updates are maintained in the Incident Management System, no ticket should be more than 5 days old without a regular update
- Receive and handle requests for support following agreed procedures
- Promptly allocate tickets/requests as appropriate
- Maintain relevant records and documentation
Infrastructure & Application Support
- Assist in the investigation and resolution of incidents and problems relating to application, infrastructure and/or, operating and network systems
- Carry out agreed operational and specified maintenance procedures of a routine nature
- Monitor routine operations and initiates corrective action if processes fail
Service Delivery
- Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs
- Meet all OLA Service activity targets in line with performance targets defined for the technology service
- Ensure that requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
- Manage all calls accurately using the BMC Helix (Service Desk) ticket logging system
- Flexible with hours in order to fully support the team and to ensure the effective running of the operation outside of working hours as required
Supplier Management
- Work with suppliers to deliver services in line with agreed SLAs
Risk Management
- Appropriate escalation of incidents and requests to the Senior IT Manager in line with A&O Shearman’s processes
Quality, Methods & Tools
- Follow processes to ensure an exceptional level of service is provided to both internal and external customers
Key Relationships:
- Work with internal customers and external clients to deliver a professional, customer focused service; prioritising accordingly
- Work closely with IT Manager to deliver an efficient and effective service
- Work with the wider Asia Pacific team to ensure a seamless approach to support and security across applications and infrastructure
What you will have
Experience & Competencies
- Proven experience in a customer facing role within an IT Support / Service Desk environment
- Knowledge of Service Desk operations, to include a good knowledge of IT best practice, industry trends and customer service
- Experience with Microsoft products (Office/OS), BMC Helix ticketing system
- Knowledge and experience with Video Conferencing and Audio Visual technology
- A proactive and solution-driven mindset with ability to demonstrate initiative by contributing new ideas through creative thinking
- Clear verbal and written communication skills in Thai and English, with the ability to explain technical instructions in a non-technical way
- An enthusiasm to engage with people and a passion for exceptional customer service and technology innovation
- Ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits
- Ability to work in a team environment to achieve service levels as a group and individually
- Prioritise and manage workload effectively, often under pressure
- Take personal responsibility to keep up to date with new technologies, systems and solutions and to facilitate technological innovation
- Ability to think logically, analyse situations and solve problems in a timely manner
- Awareness of business-critical incidents, and their potential implications for the business
- Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work
- Self motivated, self-starter, who will undertake all activities to the highest professional standards
Qualifications
- Accreditation in relevant technologies (Microsoft/Cisco etc.) and ITIL V.3 Foundation is desirable
Working Hours
- Work outside normal office hours, including on call, weekend/evening work will be expected as required by individual projects and activities
- This job description indicates the general nature and level of work expected. It is not designed to provide a comprehensive listing of the activities, duties, responsibilities or skills and competencies required of the staff member. The staff member may be asked to perform other duties as required.
