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Supervisor - Onsite Technical Support

Location: Singapore, Singapore

Company: Marsh & McLennan Companies

Job ID R_051899-en

Are you an IT guru with a first class track record of resolving onsite issues in a timely manner? Do you have experience of leading teams in this area?

Then we are looking for someone like you to supervise a small team with the following responsibilities

  • Ensures the installation, training, maintenance, troubleshooting and repair of all OpCo desktop hardware and software technology is completed by the team according to SLAs.
  • Provides assistance in the setup and operation of audio-visual hardware; as required, by end user.
  • Determines appropriate hardware and software; based on corporate policy and end user requirements.
  • Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues.
  • Escalates incidents, and questions to appropriate support groups.
  • Provides assistance disconnecting, moving and reconnecting desktop technology hardware; for single user, multi-user and office moves.
  • Provides assistance with the administration and, maintenance of Technology Infrastructure components.
  • Provides assistance with installation, maintenance, troubleshooting and the repair of office Telephony Systems.
  • Manages Field Support operations through internal staff and external vendor support groups, within assigned office(s).
  • Manages support for all Office Infrastructure technologies across all tiers, within agreed timeframes or SLAs.
  • Ensures Infrastructure Systems are maintained in accordance with service owner guidelines, and are in compliance with Business Continuity agreements.
  • Ensures staff follows operational guidelines, principles, and processes; as described by Senior Management.
  • Conducts periodic reviews to ensure compliance with; regulatory guidelines, IT and Operating Company policies, best practices within IT and IT industry standards
  • Follows up on quarterly meetings and shares results with MTM/RTM.
  • Participates in local office leadership meetings as appropriate.
  • Provides expert advice and consultation to colleagues.
  • Provides coaching and mentoring to subordinates.
  • Performs staff performance and salary reviews.
  • Provides input for budgeting, improving processes and maintaining standards.
  • Manages activities of outsourced staff (as applicable); and follows up on service issues.
  • Works with HR managers and senior staff; to document/remediate performance issues with staff, and takes appropriate follow-up actions.
  • Uses Corporate Incident Management System to record and track all support work.
  • Maintains accurate hardware and software records for corporate assets.
  • Performs time tracking tasks, as required.
  • Assists with the procurement of hardware and software.
  • Supports team’s abilities and functions through positive customer relations.
  • Contributes to improvements and enhancements of processes/procedures.
  • Gains additional knowledge; stays abreast of current technologies through employee/company sponsored training, periodicals, and regular interaction with other team members
  • Performs related duties as assigned by management.

The successful candidate will be degree educated with proven experience from the Financial Services/Insurance/Consulting world

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