Assistant Manager, IT Service Desk Transformation
1 month ago
The Assistant Manager, as a member of NTU Shared Services (NSS) IT Team, is responsible for overseeing Service Desk operations, leading initiatives to enhance and optimize Access Control requests to ensure exceptional service delivery. The candidate shall understand service fulfillment process and identify opportunities for improvements through process re-design, automation development or system improvements. While ensuring the smooth operations of Service Desk activities.
The Assistant Manager is also responsible for reviewing and managing IT Service Desk services Service Level Agreements (SLA), working closely with Level 2 support teams to re-design service fulfilment processes, perform issue resolution and suggest improvements to be able to adhere to the set SLA.
The ideal candidate should possess strong leadership skills, excellent problem-solving abilities, good analytical skill and experience in process improvements, automation development and a passion for delivering outstanding customer experiences.
Candidates with no working experience in automation development but able to demonstrate accomplished projects in this field are welcome to apply.
Responsibilities:
- Collaborate closely with stakeholders and analyse inputs from customer satisfaction survey results
- Identify improvement opportunities through process re-design, automation development or system improvements.
- Ensure timely and accurate provisioning and deprovisioning of user access
- Perform regular access reviews and audits to ensure compliance with security policies
- Ensure documentation on access control procedures, work instructions and configurations are accurately maintained
- Review and manage IT Service Desk services Service Level Agreements.
- Handle customer's feedback and ensure prompt and effective resolution
- Lead and manage Service Desk Agent to ensure optimal performance
Requirements:
- Degree in Computer Science, Information Technology, Software Engineering with minimum 3 years of relevant experience in operation management of contact center / service desk
- Hands-on experience on End-user Computing, Active Directory, Office365, Exchange Admin Centre
- Experience in low-code platform e.g. UiPath, Outsystems, Power Query
- Good interpersonal, communication, and organization skills
- Analytical and problem-solving skills with the ability to work autonomously
- Preferably ITIL Certified, knowledge of ServiceNow, APIs, data integration and transformation and programming experience
Hiring Institution: NTU
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