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IT Service Analyst, APAC

Location: 

Malaysia, MY

Brand:  RS
Function:  Digital & Technology
Work Location: 

ABOUT THIS ROLE

This role is to support the Infrastructure Vendor and Contracts Manager in the delivery of End User Computing services via an outsourced 3rd party by ensuring Software Licenses, and client hardware is procured, and stock levels are monitored and maintained at agreed levels and in line with demand. The role will assist with contract renewals, monitor software usage to ensure legal compliance, and procure hardware to enable delivery of the end user service

 

 

RESPONSIBILITIES:

 

This role is focussed on enabling delivery of technology services to the RS Group business functions.

  • Management of a centralised software & hardware request process to include all EUC hardware (e.g., Laptop, desktop, mobile phones, presentation equipment etc.)

  • Centrally tracking all software and hardware renewals and reviewing requirements proactively

  • Accountable for ensuring hardware stock levels are maintained

  • Avoiding unnecessary purchases through accurate inventory management

  • Supporting annual stock checks

  • Reporting on stock, requests, and usage

  • Management of a centralised hardware lifecycle and procurement process.

  • Enabling efficient financial control of hardware assets. 

  • Maintaining client lifecycle plan

  • Co-ordinating the introduction and release of client models

  • Reporting on client lifecycle status

  • Assisting with contract renewals for the procurement of software, landlines, mobile phones, printers, and client hardware.

  • Support the Configuration Management process.

  • Standardizing and enhancing processes

  • Support the CMDB management and development to ensure it is fit for purpose.

  • Maintaining software and hardware databases using Continuous Improvements

  • Support the Physical and logical DSL & DML management and development

  • Responsible for process and procedures and managing the Software and Hardware Library, providing a true picture of our assets globally.

  • Support the Audit and Improvement of Configuration Management Change control.

  • Identifying and removing older IT assets that are obsolete or costly to maintain

  • Support compliance requirements

  • Support Service Delivery Management Incident, Problem and Change processes

  • Support Continuous Improvements within Technology.

  • Support the budget and forecast process ensuring robust financial control processes and procedures of hardware/software purchasing are maintained and adhered to. Also providing cost savings through improvements of processes.

  • PR, PO & Invoice Management as required

  • Creation and distribution of reports

  • Monitoring and reporting on joiners and leavers

  • EUC Management reporting e.g. mobile phone reporting, monthly reports etc.

  • Work with business partners and 3rd party partners to resolve issues and turn challenges into opportunities.

  • Identify issues impacting service delivery process and define and implement effective solutions that are cost effective and support our business model and strategy

  • Support the rollout of new services to business partners and 3rd party partners, communicating changes impacting the organisation internally and externally

 

 

Key opportunities for growth in this role

This is an excellent opportunity to build experience and knowledge within a global Technology department.

 

Key relationships for my role / Who do I need to consult with?

 

This role does not have direct line management responsibility but will be expected to provide direction and coaching support to those teams delivering IT services such as BAU support teams on a day-to-day basis.

 

The role will also need to work with and support other teams across the business and liaise with key stakeholders at all levels of the organisation, globally, to effectively maintain and communicate the service delivery. 

 

Example of internal relationships

    • End users

    • Technical Architects

    • Service Managers

    • EMEA Support Team

    • Infrastructure Support Team

 

Example of external relationships

    • Third party support teams such as ComputaCenter, ATOS, Wipro, OBS

    • Vendors such as our landline, mobile and printer suppliers

 

 

REQUIREMENTS

 

    • Knowledge and experience (of Process, People, Technology) in Support and Service Delivery.

    • Experience of understanding, communicating, and negotiating IT contracts

    • Excellent written, verbal and presenting skills with the ability to translate technical information into business / layperson language

    • Effective at building and sustaining stakeholder relationships across all levels of the organisation, both within IT and beyond, and globally

    • Exceptional customer service skills

    • Excellent prioritising and planning skills to organise and prioritise workload to tight deadlines and under pressure

    • Experience of MS Office applications, including Strong Excel knowledge and can understand and learn new technologies

    • A passion for Service Improvement

    • Experience in Technical application of ITIL Service Management Disciplines

    • Solid understanding of Configuration and Request Management processes and how they drive business processes.

    • Financial – Budget control, Forecasting, Purchase Order creation & Invoice Management

    • Ability to maintain clear and focused thinking under stressful/high pressure situations

    • Able to chair and conduct meetings, create meeting minutes, track issues and actions to closure, support and drive the decision-making process.

    • Ability to make decisions based on business needs and explain the reasoning/judgement behind the decisions.

 

Desirable:

    • Multilingualism

    • Qualified to Information Technology Infrastructure Library (ITIL) foundation level

    • Understanding of applications, systems and platforms currently deployed within the enterprise

 

 

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