Job Description

COMPANY DESCRIPTION

NE Digital is the digital, data and technology organization that serve as a center of excellence to drive digital transformation for our group of NTUC Social Enterprises to meet the critical social needs of Singapore's community. Delivering innovative products and solutions, we empower our people to lead a better and meaningful life through digital services in the area of daily essentials, health and community care, childcare and education as well as financial services.

The Team We believe that diversity is key to driving an innovative, cohesive, productive and fun workplace! Hence, at NE Digital our people join us from all around the world. Be sure to be soaked in an environment with different ethnic groups driving innovation and injecting some creative juice as one! Contributing to a social purpose through technology, our team of passionate and dedicated folks are spread into different social enterprises such as NTUC Fairprice Group, NTUC First Campus, NTUC Health and among others! Creating technologies that impacts!
DESIGNATION : Assistant Manager (Helpdesk)

RESPONSIBILITIES
End User Services is the IT Services and Support team for NTUC Group of Social Enterprises. We are currently a team of about 50 people. We are building a unified digital ecosystem across Social Enterprises for a universal user experience. We take a user-centric approach in our everyday operations and measure our success via service level objectives & customer satisfaction surveys. We work with modern technologies (eg.Chromebooks, Gsuite, VDI, etc) to develop our NTUC Social Enterprises’ future of works. The Assistant Manager, Helpdesk is accountable for providing professional and competent helpdesk support. This hand-on Lead will involve in the standardization of Helpdesk operations and procedures.This person shall also be the core driver in the sustained growth of the Helpdesk team while exploringand adopting new technologies/methods to improve digital and personal experience.

• Constantly achieve and exceed Helpdesk SLA Target, and metrics and KPIs reporting for the Helpdesk.
• Oversee and utilize ticketing system to document all support incidents and requests.
• Develop and maintain comprehensive helpdesk documentation including SOP and processflow.
• Identify opportunities for automation and facilitate in the development of automationtools/systems to attend those opportunities.
• Perform root cause analysis on incidents and collaborate with relevant teams/serviceproviders for permanent resolution.
• Manage and maintain inventory of software, hardware and support assets.
• Facilitate purchase, repair and maintenance of computers and other IT equipment.
• Participate in researching, planning, implementation and ongoing support forprojects/services.
• Manage and provide level 1 and level 2 IT support.
• Capability to self-motivate, work independently and possess ownership of job responsibilities.
• Good interpersonal and written communication skills.
• Demonstrated customer service, team management, resource allocation and troubleshootingskill sets.
• Ability to coach, mentor, provide staff well-being and steer direction for the team.
• Ability to manage operations and prioritize multiple projects/services simultaneously andremain calm under pressure.
• Enforce IT standards and educate internal customers about compliance matters.
• Performs other related duties as assigned.

• Networking experience including understanding of VPN, LAN, WAN, and wireless.
• Demonstrated understanding of Microsoft Windows, Linux, macOS, PDA, PC, notebooks,printers, mac book, wireless access points, switches and routers.
• Demonstrated understanding of Active Directory, User Management and Group PolicyManagement.
• Experience working and understanding with multi-level ticketing systems including JiraService Desk and ManageEngine ServiceDesk Plus.
• Understanding protocols and services including IPv4, IPv6, TCP/IP, DNS and DHCP.
• Understanding of security practices including physical, internet, and wireless security.
• Experience in user authentication, permissions, and encryption.
• At least 8 years of experience in IT function.
• At least 5 years of Helpdesk Lead Experience.
• Understanding of ITIL.
• Experience in supporting Retail and F&B systems such as SAP and related web-basedapplications is advantageous.
• Bachelor’s degree of IT or similar qualification.
• Microsoft Certified Professional Preferred.
• ITIL v3 Foundation certification Preferred.

• Excellent track record of successful service delivery
• People-oriented, customer service mindset
• Excellent communication skills
• Naturally positive attitude, with the ability to maintain patience and composure under pressure
• Positive, team-oriented mindset, with a natural willingness to always go the extra mile