
Head - IT Helpdesk & Operations [ite Headquarters]
2 weeks ago
[What the role is]
As a Head in ITE, your challenge is to formulate, review and implement policies and schemes in specific functional areas.
[What you will be working on]
You will be assisting the department manager in the overall IT operations that support ITE business. This includes:
- Support and coordinate the daily IT technical support and operations to our stakeholders.
- Manage the helpdesk team to ensure customer satisfaction and service level agreement are met.
- Oversee all incidents and change management request.
- Technology Refresh of End User PCs.
- Software Deployment/Patching to End User PCs.
- Data Centre and Back End Batch Job Monitoring.
- Ensure timely closure and resolution affecting critical business operations.
- Act as the single point of escalation contact to resolving all incidents and service request.
- Implement the ITIL best practices to the current operations.
- Main IT coordinator to support key activities like the registration exercise and online examination.
- Prepare, track and submit relevant KPIs for management reporting.
- Coordinate with different parties for major IT initiatives rollout.
- Review the performance of the contractors as part of service improvement.
- Perform annual Customer Satisfaction Survey.
- Ensure proper documentation and updates of all processes as part of the IT helpdesk operations.
- Update the relevant IT portal with latest FAQs/SOPs.
- Handle feedback from both internal and external customers.
[What we are looking for]
- Possess suitable academic or professional credential in Information Technology, Computer Engineering, Computer Science or related fields.
- At least 5 years’ experience in managing an IT helpdesk environment with at least 1000 users, preferably with experience managing Agency Facility Management in the Government domains.
- Effective team leader with both project and vendor management experience.
- Essential customer-centric skillsets and good problem-solving knowledge.
- Relevant knowledge in the latest ITIL practices, project management skillsets and vendor management would be an advantage.
- Good interpersonal and communication skills.
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