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IT Support Analyst

AvomindSingapore, Singapore, Singapore
On-site Full-time

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Experience Level

Experience

Qualifications

Ideal candidates will have a strong technical background, excellent communication skills, and a dedication to customer satisfaction. Familiarity with helpdesk systems, network management, and cybersecurity principles is highly desirable.

About the job

About the Company:

Avomind stands as a premier managed IT and cybersecurity provider in Australia and New Zealand, founded in 2015. With a global workforce exceeding 400 professionals, we serve as a pivotal technology partner, guiding organizations through the complexities of the modern threat landscape. Our expertise lies in integrating robust IT and cloud management with cutting-edge cybersecurity measures, ensuring compliance and remediation across diverse sectors.

Our extensive capabilities in delivering comprehensive managed services—including infrastructure, security, cloud transformation, and modern workplace solutions—empower organizations to maintain productivity, resilience, and security in a rapidly changing environment.

We excel in navigating intricate regulatory frameworks across industries such as finance, healthcare, legal, construction, not-for-profit, and manufacturing.

About the Role:

The IT Support Analyst plays a crucial role in delivering outstanding customer service and technical support—both remotely and on-site—to our clients. This position requires the establishment and maintenance of strong relationships, embodying the qualities of a trusted advisor.

Key Responsibilities:

  • Deliver comprehensive helpdesk/service desk support to all users.
  • Provide IT and application support across the organization.
  • Oversee and maintain all technological infrastructure.
  • Manage relationships with third-party vendors and contractors.
  • Conduct Asset Management tasks efficiently.
  • Facilitate the implementation of new technologies.
  • Focus on customer service excellence.
  • Support and mentor IT Support Coordinators and technicians.
  • Act as an escalation point for complex issues faced by IT Support Coordinators and Technicians.

Role Outcomes:

The IT Support Analyst will predominantly provide remote support under the supervision of the Support Team Lead and as part of a collaborative team.

This role encompasses, but is not limited to:

  • Engaging with customers via email and phone.
  • Assisting with software installations and updates.
  • Logging and categorizing service requests through the helpdesk system (ConnectWise).
  • Resolving phone and email tickets in a timely and professional manner, emphasizing high-quality customer service.
  • Staying informed on emerging technologies and participating in ongoing training and skill development.
  • Handling more intricate technical challenges.
  • Assisting in network and server management.
  • Taking ownership of customer environments and providing specialized expertise.
  • Maintaining confidentiality to protect the organization’s integrity.
  • Upholding the company’s values in all interactions.

About Avomind

Avomind is a leading managed IT and cybersecurity provider in Australia and New Zealand, committed to helping organizations secure their operations and thrive in a digital landscape.

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