Senior OTS Support Specialist - Singapore

With the continued growth within STB the requirements are to onboard an OTS Senior Support Specialist in our new Singapore office, this role will be part of the Asia IT OTS team. This role requires white glove support to all STB users and its clients by ensuring that all IT services and equipment is supported and maintained to the highest standard.The role will be expected to do multiple tasks including but not limited to 1st, 2nd & elements of 3rd line support, Project work, Travel and potential OOH support. Helping to identify trends, issues and problems and to work with the team in escalating these issues appropriately.

Responsibilities:

Provide support, assistance to users & clients via email, telephony or in person.Ability to support senior users and clients in stressful environments, White glove Support is a necessaryEnsure that all incidents, requests and problems are actioned within the agreed SLA.Escalate calls to the appropriate teams within a timely manner as required.Ability to provide support for both windows and IOS devices including laptops, tablets and mobiles.Responsible for advanced level troubleshooting a wide variety of Hardware and Software issues.Ability to take ownership and accountability with projects and workload.Help maintain all stock levels and update asset register.Accountable for installs, moves & changes.Working with the IT training team to highlight training needs for users.Provide key updates/milestones during team meeting for all projects that your assigned to.Responsible for informing IT Manager of any P1/P2 issues.Partner with global Service Desk and Regional Support teams to maintain continuity of service.Any other ad-hoc duties/projects as required.Work closely with Asia IT Team

Key Skills:

Japanese or Mandarin a bonus.Previous professional services experience ideally Legal, minimum of 3 years.Previous experience as being the only IT person onsite – desirable.Excellent knowledge of Microsoft office suite, preferably Office 365.Experience in supporting legal applications such as iManage, InTapp, Litera, minimum of 3 years.Previous ITSM tool knowledge such as ServiceNow.Ability to work under pressure when required.Excellent communication skills both written and verbal.Ability to manage workload and assist team members when required.White glove support for all VIP users is essential.