IT Service Desk Transformation Manager
1 week ago
Nanyang Technological University (NTU) Shared Services (NSS) is a centralized unit that provides administrative, operational, and support services to various departments and units within the university. Our primary goal is to streamline and optimize processes, enhance operational efficiency, and deliver high-quality services to support NTU's core mission of education and research.
The Assistant Manager, IT Service Desk Transformation, will oversee Service Desk operations, lead initiatives to enhance and optimize Access Control requests, and ensure exceptional service delivery. The ideal candidate will understand service fulfillment processes, identify opportunities for improvements, and possess strong leadership skills, excellent problem-solving abilities, and good analytical skills.
Key Responsibilities:
- Collaborate closely with stakeholders to analyze 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 feedback and ensure prompt and effective resolution
- Lead and manage Service Desk Agents to ensure optimal performance
Requirements:
- Degree in Computer Science, Information Technology, or 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
About NTU Shared Services
NTU Shared Services is a centralized unit within Nanyang Technological University that provides a wide range of administrative, operational, and support services to various departments and units within the university.
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