[Robert Walters] Service Delivery Analyst

Location: Singapore
Job type: Contract
Contact email: careersrise@bcg.com
Published: 14 days ago
Startdate: 02 July 2024 - 02 July 2024

​Our client is seeking a dedicated and enthusiastic Service Delivery Analyst to join their team in Singapore. This role offers the opportunity to provide first-rate IT support, acting as a single point of contact for system end-users. The successful candidate will have the chance to contribute to continuous improvement initiatives, ensuring that all tasks and processes are optimised using current technology.

What you'll do:

As a Service Delivery Analyst, you will be at the heart of our operations, providing top-notch IT support to our business. You will act as a single point of contact for IS telephone support, demonstrating your technical expertise by resolving as many IT service requests as possible within Service Level Targets. Your proactive approach will see you sharing knowledge with other team members, contributing to our culture of continuous improvement. You will ensure that all calls are logged accurately in the Service Desk IT CMBD, carrying out system/staff changes in line with existing processes. Your ability to engage and establish successful relationships with end-users will be key in this role, as you identify opportunities for enhancing the user experience.

  • Act as a single point of contact for IS telephone support, providing technical expertise and support to system end-users.

  • Log and resolve calls within agreed Service Level Targets, escalating to other teams as appropriate.

  • Proactively share knowledge with other team members, updating and documenting procedures and solutions.

  • Contribute to ways of improving existing tasks and processes using current technology.

  • Ensure that all calls are logged in the Service Desk IT CMBD with the relevant SLT applied.

  • Carry out system/staff Adds, Deletes and Transfers in line with existing processes.

  • Engage and establish successful relationships with end-users, identifying ongoing opportunities for improving the User experience.

  • Demonstrate behaviours in line with our diversity and inclusion aim.

What you bring:

The ideal Service Delivery Analyst will bring a wealth of experience in providing Level 1 and Level 2 IT support. You will be proficient in M365, with the ability to log and resolve calls within agreed Service Level Targets. Your experience in updating and documenting procedures and solutions will be invaluable in this role, as well as your knowledge of current technology for improving tasks and processes. You will have experience in managing system/staff changes, and your strong interpersonal skills will enable you to establish successful relationships with end-users. Above all, you will be committed to promoting a diverse and inclusive culture.

  • Experience in providing Level 1 and Level 2 IT support is essential.

  • Proficiency in M365 is required.

  • Ability to log and resolve calls within agreed Service Level Targets.

  • Experience in updating and documenting procedures and solutions.

  • Knowledge of current technology for improving tasks and processes.

  • Experience in managing system/staff Adds, Deletes and Transfers.

  • Strong interpersonal skills for establishing successful relationships with end-users.

  • Commitment to promoting a diverse and inclusive culture.

What sets this company apart:

Our client offers a competitive benefits package designed to promote their employees' financial wellbeing, including a generous holiday entitlement, private healthcare (including dependents), dental cover, annual health screenings, and pension provision. They also offer an Employee Assistance Programme offering practical, impartial support on everyday matters, private Life Assurance and Total Permanent Disability cover, product allowance, charity funding opportunities, and learning resources.

What's next:

Ready to take the next step in your career? Apply today!

Apply today by clicking on the link!

Do note that we will only be in touch if your application is shortlisted.
Robert Walters (Singapore) Pte Ltd
ROC No.: 199706961E | EA Licence No.: 03C5451
EA Registration No.: R1439850 Sachet Sethi