Euc Team Lead

1 week ago

Singapore WOH HUP (PRIVATE) LIMITED Full time

**Job Description**:
The IT Support Team Lead is responsible for leading the EUC team to provide IT solutions to end users, manage projects and the implementation, monitoring and maintenance of IT infrastructure in partnership with the Digitization and Infrastructure team.

A summary of the responsibilities of this position are, and not limited to, as follows:

- Lead a team of Onsite and Remote Engineers to provide a good customer service experience for all end users in the organization by resolving all IT support requests in compliance with Service Level Agreements (SLAs) while ensuring usage of ticketing system (ServiceNow)
- Assist and improve in on-boarding and offboarding process for new/resigned/terminated users and the procurement process of IT equipment with procurement admin.
- Collaborate with Digitalization and Infrastructure teams in testing and troubleshoot hardware/software issues as required.
- Enforce IT Policies and compliance to security practices in the workplace.
- Partner with Vendor/In house product support to repair/replace faulty IT equipment accordingly.
- Manage and maintain service records and inventory of IT equipment.
- Escalation of service cases to L2 and L3 when applicable and update knowledge base (KB) with known or resolved issues including PRBs.
- Carry out deskside support when applicable and assisting end user in logging of case if required.
- Manage VIP/Executive support
- Adherence to safety practices in workplace Value Add of Position
- Ability to build and maintain a positive relationship with various stakeholders and Elevate use of Automation tools and processes.

Qualifications and Education Requirements
- Education: Degree in Computer Science or Equivalent
- Experience: Minimum 5 year of experience in IT-related industry
- Ability to Lead and Collaborate with flexible working hours.
- Ability to work creatively and analytically in a problem-solving environment.
- Good intrapersonal skills must be able to work with internal and external teams.
- Good communications skills are a must. (Ability to communicate in English + Additional Languages is a plus)

**Job Description**:

- Provide Best-In-Class IT customer service experience for all end users. - IT Asset Procurement in collaboration with Procurement admin.
- Root-Cause-Analysis and Troubleshoot hardware\software issues as required.
- Enforce Policies and Ensure SLA
- Manager IT Asset and Inventory
- Vendor Management - ServiceNow Advocate and New Employees IT Induction lead
- L2/L3 (depending on Domain know-how and Microsoft Admin/Certification)
- Champion for knowledge base drive (KB) and document known or resolved issues
- Track and Report IT Metrices focusing on End User / Exec Customer Satisfaction
- Lead and Organise EUC-related projects

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