The Role

The role of Group IT Service Delivery Analyst is to provide timely and efficient 2nd and 3rd Level support to the organisation’s user community across the APAC region. The Group IT Support Analyst should have extensive experience administrating common services including Windows 10, Office 365, Intune device management, Active Directory, deploying Autopilot builds, Time Management and documentation duties required to help the team maintain the Service Delivery Support operation within the defined processes and framework. The ideal candidate will be a competent English and Mandarin / Cantonese speaker, have a strong technical background with outstanding troubleshooting skills, possess excellent communication skills, and be a self-starter who delivers solutions in high pressure situations.

Key Responsibilities

• Respond to assigned requests for IT support and services (including incidents, and service requests) in a timely, polite, and efficient fashion, adhering to the defined SLA timeframes.
• Analyse and resolve assigned 2nd/3rd line support calls for the Malaysia office, other regional offices (nationally and globally), and for remote users. Work with other relevant support workgroups (Infrastructure, Application Support, etc.) to resolve/fulfil incidents, requests, and problems.
• Log and track the status of assigned requests for IT support and services, ensuring regular customer updates.
• Provision and deploy new equipment and applications to individuals and groups, following the appropriate processes and ensuring compliance with licensing requirements.
• Provide technical solutions to IT and business requests/requirements, engaging with Business stakeholders where appropriate.
• Provide the relevant equipment and support for meetings as required by the business Follow the defined department ITIL processes and procedures, and wider company standards, policies, and procedures; providing feedback on processes where improvement opportunities are identified.
• Maintain the hardware CMDB to ensure accuracy.
• Perform proactive maintenance on supported systems, ensuring supported offices are visited for IT maintenance on the agreed schedule.
• Provide regular updates to customers, to your manager and to your wider service delivery team, on progress with items, escalating issues where a technical or management escalation is required.
• Build positive relationships with users to enhance the level of service provided.
• Positively contribute ideas and feedback to help the team grow and improve; participate actively in team meetings and other activities as required.
• Contribute to project activity, completing assigned tasks as necessary to the designated timescales.
• Carry out Ad Hoc duties and tasks that are allocated to you at the discretion of management and that are within your capabilities and within the scope of your post.
• Demonstrate and champion Charles Taylor Values by ensuring Agility, Integrity, Care, and Accountability and Collaboration.

Required Skills

The ideal candidate will have several years Desktop Support experience outstanding troubleshooting skills, possess excellent communication skills, high attention to detail and be a self-starter who delivers solutions in high pressure situations:

• Excellent English language skills, with additional ability to speak Mandarin / Cantonese
• Able to travel when required - holds valid driving licence and has access to own vehicle
• Experience with Active Directory, Azure and Office365 administration (user and group management, adding objects to the domain, etc.)
• Hardware installation and troubleshooting, including laptops, desktops, telephones, smartphones & tablets, printers, and other peripherals.
• Mandatory current experience with Windows 11 installation, support, and troubleshooting.
• Experience in building/imaging software for deploying corporate standard images to standard desktop hardware using SCCM or Intune/Autopilot.
• iPhone configuration, support, and user assistance, including mobile device management solutions such as Intune.
• Understanding of Service Management concepts. ITIL foundation qualified (preferred)
• Ability to work independently and as part of a team. Ability to prioritise own workload and meet agreed deadlines.
• Ability to communicate effectively at all levels.
• Exposure to common applications i.e. Microsoft Office 365 suite and other Microsoft Applications
• Knowledge of Active Directory administration (user and group management, adding objects to the domain, etc.)
• Experience in IT Service management logging systems; ideally Service Now or similar.
• Experience with Power Shell, Command Prompt and other scripting tools would be beneficial

About Us

Founded in 1884 as a mutual insurance association, Charles Taylor began under the leadership of coal merchant Charles Taylor, whose astute management set the stage for growth. Today, we are a global leader providing insurance services and technology solutions with a team of c.4,000 experts across 120+ countries on 6 continents.

Our unmatched depth of specialist expertise, from loss adjusters to forensic accountants, helps the global insurance market to address its challenges. Through our trusted partnerships model, we build long-term, personal relationships with clients based on trust and cooperation. Our powerful technology helps our clients improve their customers’ experience from start to finish. Thanks to our global reach, our clients can access our services wherever they are in the world, whenever they need us.

Our services and solutions support every stage of the insurance lifecycle and every aspect of the insurance operating model, across all major commercial insurance lines serving a blue-chip international customer base that includes insurance companies, mutuals, captives, MGAs, Lloyd's syndicates and reinsurers, along with brokers, distributors and corporate insureds. Our Group Business Services (GBS) function supports the overall efficiency and effectiveness of the company ensuring that teams have the tools, systems and support needed to deliver high-quality client solutions. Focused on finance operations, HR services, IT infrastructure, legal and compliance support, and workplace management, the GBS function enables the business to operate with agility, maintain compliance and focus on delivering value to our clients.

Expertise you can trust - for more information, please visit www.charlestaylor.com

Why join Charles Taylor?

Charles Taylor prides itself on being a people-centric business. Our culture and values define who we are, what we stand for and how we behave. They guide how we work with our colleagues and our clients, today and in the future. By living our values every day when we come to work, we deliver better results for the world of insurance.

We strive to provide a positive working environment that offers opportunities for professional development and growth across all our business areas. This includes a structured onboarding process, job-specific skills development, online and in-person training, as well as study assistance
for professional qualifications.

Our Values

• Accountability (We take ownership and responsibility)
  We all have a role to play in Charles Taylor’s growth and overall success.
• Agility (We learn, evolve and adapt quickly)
  We anticipate, prepare for and adapt to change; it’s how we stay competitive.
• Care (We are compassionate and human)
  We are approachable and genuinely interested in others.
• Collaboration (We are one)
  We are unique but united in our work.
• Integrity (We do the right thing)
  At all times, we act with responsibility and respect.

Equal Opportunity Employer

At Charles Taylor, we are proud to be an Inclusive Employer. We foster an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital or family status, race, religion, sex or sexual orientation.

We recognise that Diversity, Equity and Inclusion is essential in enabling us to deliver better insurance outcomes and fulfilling our responsibilities to clients, colleagues, and the community. We proactively promote and celebrate differences and strive to create an environment where our people feel included and can reach their full potential. We take pride in our inclusive and diverse culture, which is supported by strong partnerships and a transparent, fair recruitment process.

Contact information

Cara Norkett