Job Description

:

• This position is for Office of Integrated Information Technology Services (IITS).
• Assist the Head of Technology Help Centre in overseeing daily operations of the Help Centre. Ensure cases reported are followed-up and resolved within the service level agreement.
• Assist in formulating, implementing and enforcing service standards and new support plans to ensure operational efficiency and effectiveness of the Technology Help Centre Service Desk in accordance ISO20000-1:2018 framework.
• Assist in evaluating, selecting and recommending new customer service related emerging technologies for improving Help Centre service to users.
• Assist in digital transformation of Help Centre services by streamlining and automating existing Help Centre services.
• Provide technical support and training for Microsoft 365 suite of applications (eg. Power Automates, Power Apps, Forms, Teams, etc.)
• Provide technical support to the IT Help Centre front line support staff.
• Assist in development and preparation of user documentation, client support procedure and workflow, and service level agreement.
• Conduct quality assurance analyses on IT Help Centre to ensure the consistent delivery of excellent service to users. Establish and maintain strong engagement with user community.
• Coordinate with IITS division representative to ensure IT Services information are up-to-date on IITS website and IITS chatbot management.
• Assist in management of campus wide IT equipment procurement. Ensure efficient execution of procurement activities from supplier sourcing, request for quotation, selection and purchase to payment.
• Provide technical support to maintain and support IT/ AV equipment in classroom, schools and offices.
• Provide extended hour support (after office hours) for night classes, post graduate and executive education program in aligning with the University\xe2\x80\x99s strategy.

Qualifications:

• Degree/ Diploma holder with at least 4 years relevant IT experience, especially in end user computing support.
• MCSA/MCSE certification is preferred.
• Possess current knowledge of information technology concepts including hardware platforms, operating systems, technical services, security, etc.
• Strong organizational skill, ability to prioritize and multi-task in a fast-paced environment.
• Strong problem solving and analytical skill.
• Experience in supporting of computers running Microsoft Windows, Apple Mac OSX, Unix/ Linux as well as mobiles devices (iOS and Android).
• Good technical knowledge of desktop software (Microsoft Office 365 suite, Email, Anti-virus, Adobe suite, web browser) and other IT infrastructure related area (TCP/IP, LAN, Active Directory, Domain, VMware).
• Good technical knowledge in ensuring end user computing environment is kept up to date with security policies, patches and configuration.
• Experience in buying goods and services for business operations, evaluate suppliers and ensure contract compliance.
• Experience in writing utility script such as batch/shell scripting or interpreted high level language scripting (e.g. PowerShell) an added advantage.
• Good project and vendor management skill.
• Excellent interpersonal and communication skills (written and oral).
• Warm and cheerful personality with demonstrated excellence in customer service.
• Team player, result oriented and highly independent.

Other Information:

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Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.

About Us:

Singapore Management University is a place where high-level professionalism blends together with a healthy informality. The \'family-like\' atmosphere among the SMU community fosters a culture where employees work, plan, organise and play together \xe2\x80\x93 building a strong collegiality and morale within the university.

Our commitment to attract and retain talent is ongoing. We offer attractive benefits and welfare, competitive compensation packages, and generous professional development opportunities \xe2\x80\x93 all to meet the work-life needs of our staff. No wonder, then, that SMU continues to be given numerous awards and recognition for its human resource excellence.

Singapore Management University