Senior Associate, Service Desk, APAC

Job description

Over the last 20 years, Ares' success has been driven by our people and our culture.

Today, our team is guided by our core values – Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy – and our purpose to be a catalyst for shared prosperity and a better future.

Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry.

Job Description

Summary:

Ares Management is currently seeking a Service Senior Associate to join the End User Support team within the Technology & Information Security organization in Singapore.

The IT team consists of over 200 team members globally and is responsible for the firm's technology landscape.

The Service Desk team within IT supports all Ares employees, including those in other locations, remotely as needed.

The group is responsible for providing excellent client service while service as points of contact for end users in troubleshooting requests, promptly responding to questions, and resolving Technology-related issues.

They are also responsible for aligning themselves with the relevant business units and departments and proactively strategize business needs as it pertains to Technology requirements.

This ideal candidate will possess 5-7 years Service Desk experience.

This individual will work closely with end users, peer Service Desk team members, and team members within the broader IT organization to provide exceptional service to all employees.

They will be expected to understand, solution and deploy updates and fixes as needed.

To be successful, you will need a sound understanding of troubleshooting, root cause assessment, scripting, effective communication skills, attention to detail, and a self-starting, client serving attitude.

Primary Functions and Essential Responsibilities:

• Day to day management and coverage of technical support for all Ares employees and users
• Maintain a high degree of customer service and confidentiality (as needed) for all support queries while adhering to all service management principles
• Manage day to day incident submissions; responsible for building and managing his/her queue; answers support queries via phone and email for local and remote offices; respond and complete all requests by taking ownership of each and every task completely and in a timely and courteous manner
• Function as the single point of contact for the client and coordinates across entire Technology team to obtain necessary approvals from business groups in order to fulfill requests
• Augment team capabilities by introducing / deepening additional technical skillsets
• Identify issues, design solutions and make recommendations that will improve internal processes and procedures
• Manage onboarding and off-boarding process of employees as it pertains to Technology equipment by setting up new users, modifying access for existing users and installing relevant applications
• Exercise problem-solving skills daily to resolve customer issues as they arise
• Monitor and progress tasks and/or incident resolutions while determining escalation points and criticality of requests
• Manage incident resolution activities by identifying, troubleshooting, and resolving failures that prevent a user from employing an existing IT service
• Ensure and/or create required documentation is current, all support activities are properly logged and tracked in ServiceNow and other operational and relevant support systems
• Manage customer relationships with technology, ensuring that long-standing issues are addressed and/or escalated appropriately
• Ensure the highest level of service delivery for all clients within the firm
• Assist in strategic initiatives through brainstorming and implementation, etc.
  
  
• Appropriately anticipate business needs, determining and providing necessary solutions
• Complete special projects as assigned

Education:

• Ares management fosters an inclusive culture and recognizes that qualified candidates may not necessarily have access to a traditional four-year college program.
  
  
• As such, qualified candidates will be expected to have demonstrable hands-on experience equivalent to a four-year college degree, or a degree itself in one of Computer Science or Business Administration from an accredited university

Experience Required:

• A minimum of 5 years of relevant professional experience or demonstrable capability otherwise
• Must have proven track record of ability to maintain confidentiality of sensitive firm data
• Familiarity in using call logging and incident handling software (such as ITIL based ticket tracking systems like ServiceNow and automatic call distribution systems)
• Experience with Active Directory and SCCM
• Experienced in the support of Windows 10 computers and related peripherals in a networked environment
• Experience with management of mobile devices (Intune/AirWatch) in an enterprise environment
• Command of troubleshooting of Microsoft Office 365, Teams, Adobe and investment industry applications
• Demonstrates commitment to providing Quality Customer Experience (QCE)
• Scripting experience (PowerShell) or comparable in an enterprise environment
• Understanding of processes and workflows and their importance in support functions

General Requirements:

• Ability to manage challenging workflow in-fast paced, dynamic organization, managing multiple assignments in a deadline driven environment
• Focused attention to detail and high standards for quality and accuracy in work product
• Strong sense of ownership and accountability
• Inquisitive and committed to continual improvement/learning
• Organizational skills, demonstrated ability to manage competing priorities and lead deliverables to completion
• Excellent communication (written, verbal, presentation, documentation) and client service skills; capability of interacting with stakeholders to drive project/task/support engagement
• Ability to work independently within a fast-paced environment with a hands-on approach
• Ability to be flexible in terms of hours in order to coordinate with team members across time zones
• Comfort in dealing with ambiguity and uncertainty in a dynamic environment
• Dependable, great attitude, highly motivated and a team player
• Ability to resolve issues with minimal supervision

Reporting Relationships

Vice President, Service Desk

There is no set deadline to apply for this job opportunity.

Applications will be accepted on an ongoing basis until the search is no longer active.

Required Skill Profession

Other General