Service Delivery Analyst

Job Introduction

To provide quality IT support to the business by resolving service requests, administering business and system applications and providing proactive control and monitoring of the IT estate in line with service requirements and within SLA.

To provide assistance to regional market(s) in defining system, application and reporting requirements and to coordinate with various sources including Group Technology Services (GTS) team and external vendors.

Main Responsibility

• Provide and manage APAC Service Desk support services ensuring that support calls are logged and closed within established SLA targets, hardware and software assets are recorded and maintained in line with asset management processes, customer requirements and lease agreements.
• Proactively share knowledge with other team members, updating and documenting procedures and solutions. Suggests and contributes to ways of improving existing tasks and processes using current technology.
• Participate in GTS projects when required.
• Provide technical expertise and assistance to users, identifying and implementing GTS interventions which support business delivery and align with GTS Department operations.
• Engage, and establish successful relationships with users identifying ongoing opportunities for improving the user experience and maximising customer service.
• Provide end-to-end system support for relevant business & system applications ensuring support calls are closed within service level targets and system uptime meets agreed business targets.
• Configure, administer and support relevant business applications to deliver key business information and functionality to the business.
• Liaise with relevant business leaders to confirm business requirements and solution design, as well as to provide support and training in using the relevant applications.
• Proactively monitor and maintain systems within system availability targets set by the business taking ownership of the incident or request from end to end.

Our Ideal Candidate

Essential:

• 5+ years’ experience in Systems & IT Support.
• In depth knowledge of Microsoft Operating System Technologies, including but not limited to Windows Server, Microsoft Windows Operations System.
• Understanding of Device client Management tools.
• Able to support a Microsoft Active Directory, Office365 admin and MSOffice environment.
• Good knowledge of client hardware & desktop applications (including imaging & software deployment).
• Experience with regional office support and ERP systems
• Able to communicate verbally and in written form to a good level in English and Traditional Mandarin.

Desirable:

• A team player, keen to resolve issues, whilst sharing knowledge with team.
• Can work on their own initiative and to agreed objectives with full responsibility for quality of work performed.
• Ability to develop relationship focused on customer service with ability to empathise with users.
• Demonstrates analytical and logical thinking. Uses experience to resolve issues, recommend solutions, implement preventive measures and deliver results.

What we can offer you

• We offer a competitive salary and benefits which are designed to promote our employees financial wellbeing. Employees are also eligible to participate in a bonus plans.
• Our employees enjoy a generous holiday entitlement.
• Private Healthcare for employees (including dependents), dental cover and annual health screenings.
• Pension provision for local nationals is addressed by the statutory Central Provident Fund (CPF). Alternative pension arrangements are available for non-locals.
• Our Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial and legal to home and family issues. 
• Private Life Assurance and Total Permanent Disability cover.
• Product allowance so that you can enjoy our fantastic portfolio of brands with your family and friends.
• Every employee has the opportunity to claim funding each year for a charity or charities for which they have raised money, volunteered their time or personally donated.
• Learning resources to help you be your best self.

About William Grant & Sons

A HOME FOR RARE CHARACTERS

William Grant & Sons: a home where Rare Characters thrive.

We value every employee for their rare character, distinctive skills, experience and perspectives. Every one of our colleagues has a role to play in helping us to achieve our growth ambitions.

At William Grant & Sons, our vision is to be A home where rare characters thrive. We value all colleagues for their rare character, distinctive skills, experience and perspectives. Diversity & Inclusion is at the heart of how we do things at William Grant & Sons, fully aligned to our purpose and our company values. We strive to create an environment where we can all be our best and bring our whole selves to work.

OUR AGILE WORKING PHILOSOPHY

Our agile working philosophy is to “Have your best work day everyday”.
Built on trust, we empower our rare characters to have their best work day every day. Where flexibility and positive working experiences help employees to feel connected and release potential across our teams.
We are open to discussing possible agile/flexible working options as part of the recruitment process.

INCLUSIVE RECRUITMENT PROCESS

Diversity & Inclusion is at the heart of how we do things at William Grant & Sons, fully aligned to our purpose and our company values. We want to ensure that our recruitment process is inclusive. If you have any questions or need some support with your application we’d love to hear from you. So please get in touch with our HR team at recruitment.enquiries@wgrant.com.

We want to make sure that all applicants are treated equally. To support this we will anonymise all applications during the screening stage. Details such as name, dates and educational establishments will only be visible to the recruitment team and hiring leader once an applicant is invited to interview, these details are hidden during the screening stage. To be able to anonymise applications they all need to be in the same format. You can upload a CV but we would also ask you to complete an application form – your CV will not be visible during screening. We hope you agree that this is good use of your time to help ensure a fair recruitment process.