FSO Analyst

ABOUT US

tms unites technology, marketing, and sourcing to drive transformational change for the world’s leading brands. With 1,200+ employees across 26 countries, we offer an impressive range of solutions – from inspiration and innovation to category management and delivery.

Operating as a creative agency, a strategic consultancy, a sourcing business, and a technology provider, we engage with over 110 million customers every single day for our clients, including McDonald’s, T-Mobile, O2, Starbucks, and adidas.

Most importantly, we're a place where you can achieve great things, and be recognized as the best.

WHAT MATTERS THE MOST

Breakthrough, business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. Authenticity and diversity are critical elements of our business. They can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving.

tms is a place where brilliant people are better together. If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity, bring us your voice! Visit us at tmsw.com.

Skills: 

    Expertise in Apple OS and Windows environments 
    Desktop/Laptop/Printer troubleshooting 
    MS O365 Suite for MACs and PCs      MS Azure 
    Mobile technology and devices including Android and iOS 
    Adobe Creative Suite support and knowledge is a plus 
    Can effectively communicate complex issues to both technical and non-technical individuals 
    Demonstrates initiative, self-discipline, a positive attitude and strong work ethic with attention to detail 
    Able to help maintain high standards, expectations, and delivery related to team performance 
    Demonstrates strong written, oral, presentation and listening skills; includes giving respectful, full attention to people, taking time to understand the points being made and asking questions as appropriate 
    Strong customer service skills and people oriented 
    Ability to multi-task and solve multiple issues simultaneously 
    The ability to follow policies and procedures.
    Language required are fluent English and Mandarin

Responsibilities: 

    Provide 2nd level of technical support issues within the expected service level agreement for MACs and PCs 
    Support mobile technology and devices (iOS and Android) 
    Knowledge of Microsoft O365 suite and MS Azure     Use/audit team standard operating procedures to resolve incidents and service requests 
    Log tickets into Service-Now tool, tracking incidents and service requests impacting all users 
    Work with Service Desk team as 1st level support
    Work with other support teams 
    Provide support for multiple sites and BU in Asia
    Asset management
    Adhering to global security and personal data protection policies 
    Able to provide training to user communities
    Vendor management. The ability to manage and work with vendors.
    Responsible for aiding in own self-development by being available and receptive to any training made available by the company 
    Provide outstanding customer support, foster open dialogue, share diverse options and concerns through a trusting environment. 
    Focus on outstanding customer service and a positive customer experience 
    Share knowledge and experiences with the larger technical support team 
    Complete technical support tasks and assignments as given 
    Escalate technical support issues to the Level 3 teams within HAVI IT 
    Travelling is required if necessary
    Mentality prepared to take up ad hoc jobs 
    Ability to adapt and adopt

Knowledge & Years of Experience: 

    A minimum 3 years of experience with a significant IT background in supporting day-to-day operations within a Technical Support function 
    Basic understanding of the ITIL framework 
    Experience providing training and education to employees on a variety of technology and tools