The IT Support Analyst will be responsible for providing remote IT support to the XP Asia (AP) business. Their duties will include a wide range of tasks such as hardware and software configuration, fault finding, and repair, as well as undertaking individual projects to meet the specific needs of the business. Additionally, this position will assist with level I support tickets for AP during Singapore (SGT) business hours and collaborate with the entire APIT team to ensure timely resolution of lower-level tickets, with a focus on the Asian Offices, though some overlap with the respective US and EU IT roles will be expected.
KEY RESPONSIBILITIES
- Manage the day-to-day basic operations of the XP APIT systems and networks.
- Ensure compliance of all global XP Power systems with the Global Cyber Security Policies and Disaster Recovery plans.
- Daily troubleshooting and maintenance of all company computers and other related IT equipment.
- Address level 1 on the IT Ticket System, via remote support during normal SGT business hours.
- Daily measure and continuously improve help desk capabilities to better end-user experience.
- Configuration of all Company MIS Equipment and installation of software according to work instructions.
- Maintain the Asset Database and perform audits as required.
- Record IT-related purchases in the log for budget tracking.
- Help local Systems Analysts with level I issues, as well as updating paperwork & documentation.
- Manage 3rd party helpdesk tickets, FAQ & Solutions.
- Assist maintenance of metrics on tickets, incidents, Help Desk statistics, and Address level 1 past due IT Tickets.
- Act as a technical escalation point and team leader for the Help Desk, coordinate the diagnosis and resolution of complex support issues
- Other IT duties may be assigned as seen fit.
