API Support Analyst

Summary

Join a high performing global company where employees collaborate and strive for excellence as an IT Support Analyst providing remote IT support to XP Asia (AP) business.

Requirements

• One to three years of relevant hardware and software experience is required
• Demonstrated strong help desk experience
• Ability to problem-solve technical issues
• Effective communicator at all levels of the business
• Demonstrate a sense of urgency and effective at prioritizing a varied workload encompassing all levels of our IT infrastructure
• Be diligent with a minimal amount of supervision
• Ability to prioritize workload to ensure issues are resolved in an efficient manner
• Work well with others on larger projects involving other areas of the business
• Great communication & customer service skills

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