Associate IS Analyst-Technical Support

At Franklin Templeton, we’re advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that’s both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs.

Come join us in delivering better outcomes for our clients around the world! 

This position requires 5 days per week onsite in our Singapore office and occasional after hours support for moves and IT infrastructure changes.

What is Front Office Desktop Support responsible for?

Front Office Desktop Support provides technology and functional support to internal clients for issues including hardware, operating system, desktop/web applications, mobility, conferencing, and printing. Our goal is to increase users’ ability to self-service, automate contacts, enhance users’ experience, and support users in adopting new technologies. We are the primary customer interface with technology and are responsible for supporting all customer facing technologies. 

What is the Associate IS Analyst-Technical Support responsible for?

Provide desktop support for Franklin Templeton employees. This includes addressing their technical issues, requests, and support of the IT Infrastructure. 

What are the ongoing responsibilities of this position?

• Provide on-site technical support and customer service as well as remote user support.

• Running of the server room. Able to effectively isolate issues relating to power supply, UPS, air conditioning and infrastructure cabling.

• Maintain accurate tracking of tape media, loading/ unloading of tape media for backup and restoration.

• Participate and conduct Disaster Recovery exercise for local office and regional offices.

• Build customer relationships with the senior level employees and administrative support personnel in the office and travel to our other offices in the region.

• Accountability for addressing technical issues in a timely manner and providing concise and timely updates.

• Address issues that arise within the local office and tickets for local and remote users routed from the service desk.

• Coordinate, setup, and support technologies used in Conference Rooms

• Provide Audio Visual Support for internal meetings as well as domestic offsite meetings.

• Provide support for trading and investment management technologies.

• Supports and maintains effective relationships with users in their assigned areas, especially regarding operating systems, applications, mobile devices, new technologies and communications infrastructure.

• The primary value is to provide quick and effective resolution while minimizing disruption to the customer.

• Actively participate in team meetings

• Ordering and maintaining inventory of IT assets as well as ensuring accurate invoicing.

• Project work related to acquisitions and integration of companies.

• Coordinate and support office moves, and user restacks.

• Be an active advocate for the customer within IT and with outside technical groups.

• Escalate issues to the appropriate teams and drive to closure.

• Manage the ticketing queues to ensure issues are prioritized and actioned.

• Availability to provide support outside business hours.

• May include occasional travel to other offices.

• Follow company guidelines, processes, and standards.

• Working knowledge of office automation products and computer peripherals, like printers and scanners

• Ability to perform remote troubleshooting and provide clear instructions.

• Set up, maintain, and troubleshoot Microsoft Windows (Win 11 AND Office 365) Desktop and Laptops

• Basic Knowledge of ADS, DNS, DHCP configuration

• Handling of Asset management and vendor management

• Basic LAN (Network) troubleshooting knowledge and understanding of VLAN concept.

• Outlook, MS Teams, and OneDrive configuration in end client

• Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources.

• Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support. 

What qualifications, skills and experience would help someone to be successful?

Minimum Qualifications:

• Bachelor’s or higher degree in computer science or related field

• Minimum of 2 to 3 years in a similar fast paced and dynamic environment in the desktop support role

• Excellent skills and abilities in organization, planning, multi-tasking, and flexibility

• Excellent communication and interpersonal skills

• Good problem-solving and critical thinking skills

• Ability to actively participate as part of a team as well as work independently.

• Strong service delivery and customer management skills for local and remote users

• Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies

• Reliable transportation – mileage will be reimbursed when travelling to a non-primary office is required.

• Excellent problem-solving and multitasking skills

Preferred Qualifications

• Experience supporting multiple facets of the business in a corporate environment strongly preferred

• Experience using ServiceNow Ticketing system

#LI-APAC

#ENTRY_LEVEL