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Workplace Technology Support Analyst

134459
  • The role spans support and contribution across IT projects and initiatives involving deliverables and resources in Singapore.
  • Provide advanced technical support (telephone, remote and deskside) to internal Zurich employees and external offshore Contractors, including handling escalations from L1 support.
  • Take ownership of incidents escalated from the Service Desk, performing in-depth diagnosis, root cause analysis, and resolution within agreed SLA targets.
  • Accurately record, update, and manage incidents and service requests within the Call Logging System in line with Incident and Problem Management processes.
  • Lead incident determination and resolution activities, ensuring timely restoration of services and minimizing business impact.
  • Proactively identify recurring issues and take ownership within the Problem Management process, including investigation, documentation, and implementation of permanent fixes.
  • Act as a key escalation point for complex technical issues and provide guidance to L1 engineers on resolution approaches.
  • Support Incident Management activities, including acting as Backup Incident Coordinator when required.
  • Deliver prioritized, high-quality support to key executive stakeholders, ensuring rapid response, effective resolution, and a consistently excellent service experience.
  • Provide On-call and After-Hours support for critical business impacting escalations as required.
  • Proactively highlight opportunities for product enhancements, process improvements, customer training, and SOE optimizations to management.
  • Demonstrate initiative by actively contributing to IT projects, operational improvements, and new service introductions beyond day-to-day support responsibilities.
  • Collaborate with cross-functional teams to support delivery of new technologies, transitions, and enhancements into operations.
  • Mentor and coach junior L1 team members, driving knowledge sharing and capability uplift within the team.
  • Ensure adherence to SLA, quality standards, and ITIL-aligned processes, maintaining a strong results and customer-focused approach.
  • Remain flexible and adaptable, supporting multiple layers of Client Services as required, including participation in rotational support models.
  • Maintain strong stakeholder engagement through effective interpersonal, written, and verbal communication skills.
  • Demonstrate working knowledge and alignment with Zurich Leadership Model, Zurich BASICS, and PERFORMS framework.

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