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End User Services Senior Specialist

1 month ago

Singapore Singtel Group Full time

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

 

 

Be a part of something BIG

 

In this role, the focus is on understanding and optimizing the technologies managed by the Infrastructure & Operations team to enhance the end user experience within the modern workspace and mobility landscape.

 

 

Make an Impact by:

 

  • Understand the technologies that have been deployed in-house and managed by the Infrastructure & Operations organization, so as to optimize the end user experience for those technologies affecting modern workspace and mobility.
  • Work closely with the Workspace SME and ServiceNow process SME to develop solutions, processes and procedures that will improve customer success. Maintain operational oversight of the End User Services team.
  • To act as a champion for modern workplace and mobility practice, to enable the work from anywhere experience.
  • Train, coach and mentor staff reporting to him/her and interact with our internal customers.
  • To have joint management of the asset/inventory team.
  • Be at the forefront to discover, source and adapt Modern Workspace technologies to be able to continually optimize of our End User Services. Function as an advocate for Modern workspace practices.
  • To drive End User Services projects on a day-to-day basis, the role will take charge of the
  • following:
  • Facing the business to front End User engagements and new requirements.
  • Oversee, develop and optimize the End User Services processes and procedures to continually adapt to changing requirements of modern workspace services
  • Support ITSD Manager in developing and performance service management reporting
  • Continually track hardware and software licensing inventory and consumption, including consolidating oversight into such matters.
  • Be an advocate of End User Services and champion of ITIL practices This role works closely with teams within IT Workplace, Group IT and Singtel Group. It will also ensure that end users have access to appropriate information regarding overall service performance, planned service outages and changes to service profiles. This role will also act as a customer advocate to delivery teams, ensuring that customer needs and expectations are understood and properly translated to operational parameters. The person is expected to have a level of knowledge and experience to act as "trusted advisor" in recommending improvements to end user project and operational activities that will enhance service robustness and reliability.

 

Skills for Success:

 

  • BSc degree in Computer Science, Information Technology or relevant field
  • Proven work experience in IT Service Delivery, with at least 5 years' experience leading End User Support and Implementation.
  • Subject matter expert for ITIL practices
  • Solid technical background with an ability to translate and articulate complex technical scenarios simply to a non-technical audience.
  • Customer service oriented with great problem-solving skills.
  • Excellent written and verbal communications skills.
  • Team management skills

Must Have:

Expert in Microsoft Windows Desktop Operating Systems and Microsoft 365 Suite, including but not limited to

o Windows 10/11

o OneDrive/Sharepoint/Teams collaboration

o MS Office Suite o Windows AutoPilot or Windows As A Service

  • Experience in operating and delivering the Microsoft 365 Suite as an internal service
  • Minimally certified in ITIL Foundation v3 or v4
  • Experience in ServiceNow ITSM
  • Experience in running End User transformation and integration projects in a large organization (> 2000 users) with clear examples.

Must be able to articulate:

• Scope of Project/Transformation

 • User base that was impacted

 • Stakeholder management

• Remote and onsite Support Experience covering End User services

• Good to Have:

  • Microsoft Active Directory/Azure AD, Desktop Virtualization
  • Software inventory and remote-control projects
  • Experience in Managed Device Management
  • Non-Windows desktop computer support

 

 

Rewards that Go Beyond:

 

Full suite of health and wellness benefits

Ongoing training and development programs

Internal mobility opportunities

Your Career Growth Starts Here. Apply Now

 

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

 

 

 

 

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