Job Description

Specialist, Service Delivery / Management

• Opportunity to be a part of a Service Delivery / Management team in Singapore!
• Based in Singapore, the regional hub for Asia Pacific (AP) and top-ranked biopharmaceutical company on The Straits Times and Statista\xe2\x80\x99s list of Best Employers in Singapore for two consecutive years (2020, 2021).
• Join the premier biopharmaceutical company that has been in Singapore for more than 25 years and in AP for over 60 years.

Our company is an innovative, global healthcare leader committed to improving health and well-being in 140 countries around the world. Our product categories include heart and respiratory health, diabetes, infectious diseases, consumer products and animal health. We continue to focus our research on conditions that affect millions of people around the world - diseases like Alzheimer\'s, Diabetes and Cancer - while further expanding our strengths in areas such as vaccines and biologics. We aspire to be the best healthcare company in the world and are dedicated to providing innovative solutions for tomorrow. Primary Responsibilities

• Provide IT End User Support for eight locations in Singapore.
• Ensure IT Asset management process is followed, and records are up to date.
• Ensure IT requests and incidents are handled by IT contractors as per SLA.
• Work closely with global/regional support teams on IT initiatives implemented in country.
• Provide guidance and training to junior staff and IT contractors
• Assist Team/Country leader to oversee/participate in IT Projects as needed
• Educate and influence user behavior to utilize global standard procedures for IT service requests and incident tickets.
• Monitor end-user client IT computing infrastructure operation to ensure its availability and stability.
• Work closely with other IT colleagues in JCAP and globally as One IT Team.
• Support business initiatives through our company\xe2\x80\x99s standard IT technology.
• Plan IT equipment lifecycle refreshes and oversees successful implementation.
• Install, configure and repair computer hardware, software, systems, networks and printers.
• Escalating complex problems and informing users of the impact.
• Logging and processing support tickets and calls

Preferred Education Requirement:

• College or university degree in Computer Science, Information Systems, Engineering, or equivalent fields.

Required Experience and Skills:

• Proven track record as being customer focused.
• 5+ years\xe2\x80\x99 experience in supporting IT operations including 3+ years hand-on experience in Microsoft Windows desktops, Microsoft Office Suite and HP network printer support and IT Telecom room management.
• Experience in Manufacturing/Lab operations support will be an added advantage.
• Process knowledge in service delivery, operations, and support (e.g. ITIL experienced).
• Experience in vendor/contractor management.
• Incorporates customer needs in policies/decisions and increases customer satisfaction with the provided services.
• Strong interpersonal, collaboration skills with sense of empathy. Able to execute assignment with minimum supervision.
• Excellent oral and written communication skills.
• Good skillset to analyze issue and perform problem-solving.
• Proactively participates in IT Team activities and provides support when needed.
• Proactively seeks to understand business objectives and priorities.
• Fully understands our company\xe2\x80\x99s infrastructure technology standards, IT strategy and operating model.
• Works well with other team members to recommend improvements to services.
• Demonstrates a sense of service ownership and makes recommendations for service improvements.
• Contributes regularly to improving knowledge management and has a strong commitment to continually improving service quality.
• Data Network experience is preferred

Who we are We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world\'s most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.
What we look for Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us\xe2\x80\x94and start making your impact today. We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another\xe2\x80\x99s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace. Current Employees apply HERE Current Contingent Workers apply HERE Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: Regular Relocation: No relocation VISA Sponsorship: Travel Requirements: Flexible Work Arrangements: Shift: Not Indicated Valid Driving License: Hazardous Material(s):
Requisition ID:R225614