IT Service Desk Transformation Lead
2 weeks ago
Nanyang Technological University (NTU) is seeking a highly skilled and experienced professional to join its IT Service Desk team as an Assistant Manager. The successful candidate will be responsible for overseeing the day-to-day operations of the Service Desk, ensuring that all requests are handled efficiently and effectively.
The ideal candidate will have a strong background in IT service management, with experience in leading teams and managing service desk operations. They will be responsible for analyzing customer satisfaction survey results, identifying areas for improvement, and implementing changes to enhance the overall service experience.
The Assistant Manager will also be responsible for reviewing and managing IT Service Desk services Service Level Agreements (SLA), working closely with Level 2 support teams to re-design service fulfillment processes, perform issue resolution, and suggest improvements to adhere to the set SLA.
The successful candidate will possess strong leadership skills, excellent problem-solving abilities, good analytical skills, and experience in process improvements, automation development, and a passion for delivering outstanding customer experiences.
Responsibilities:
- Collaborate closely with stakeholders and 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, 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
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