Service Desk Analyst (Seoul, South Korea)

The role:

You will be part of a world-wide support team currently headed out of our London office.  The London office maintains the global network and provides infrastructure and application level support.

Your responsibilities will include:
  • End user 1st and 2nd line desktop & bespoke application support for our South Korea office as well as some remote support for our APAC offices if demand arises
  • Work with other global members of the Application Support and Desktop Support team to identify trends and to provide analysis on the root cause of recurring incidents or problems
  • To be the face of the IT Service Desk and single point of contact in our South Korea office
  • Developing a good understanding of our global telephony system and providing support
  • Administration of our internal Active Directory and Exchange environments
  • Dealing with 1st line issues related to our Back Office system, mobile app and trading applications
  • Escalating issues and coordinating with various 2nd and 3rd line support teams where necessary
  • Completing internal user moves including VOIP phones
  • Ensuring all asset records for equipment and users are maintained
  • Ensuring licensing for all software purchased is recorded and maintained
  • On-boarding / Off-boarding of new starters and leavers including inductions and setting up of hardware
  • Documentation of known issues into our shared knowledgebase
Skills and experience required:

You should:
  • Have at least 2 years commercial experience in a Desktop Support / App Support role
  • Experience with some applications, ideally bespoke
  • Have relevant support experience in an ITIL based service desk environment
  • Be familier with using ticket management solutions such as Jira, Remedy, ServiceNow or similar
  • Understand priority levels and working to SLA’s
  • Have great communication skills including strong spoken and written English
  • Have experience administering Windows 7 desktops, Microsoft Office and common desktop apps
  • Have experience administering Windows 2003 Server and later operating systems
  • Have experience administering Microsoft Exchange and Active Directory
  • Have experience administering and supporting VoIP telephony systems
  • Mobile device remote support, in particular Microsoft Exchange ActiveSync connectivity
  • Have experience in imaging tools for laptops and desktops
  • Network troubleshooting and an understanding of Network protocols (DHCP, Routing, Patching etc)
Nice to have:
  • An understanding of the finance industry and trading desks
  • Understanding of web-based application support
  • Networking systems (DHCP, routing)
However, more important than any of the above is that you are intelligent, passionate about IT and are always looking to learn and improve your skills.

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