Tech Support Admin, Epd

**About AvePoint**

**Responsibilities**:
**Enterprise Platforms Division, User Service Centre**

Sitting within Information Technology Department, the **Tech Support/ Admin** will be part of the team responsible for driving the transformation initiatives in Monetary Authority of Singapore (MAS') end user computing environment, covering service, performance, quality and budget forecasting

Service Desk & Operations Support

You will play a key role as a service desk manager to drive service, performance and quality management in the end user environment necessary to support the organisation's digital transformation. In this role, you are expected to:
Service Desk Management:

- Oversight the team on desktop support, IT Service Desk and VIP support functions to Financial Institutions
- Maintain high performance levels for service-related processes and implement improvement activities wherever necessary
- Take ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post event reviews
- Ensure that system procedures and methodologies are in place to support outstanding service delivery.
- Develop a deep understanding of projects to gain insights into scope of service delivery
- Take accountability for service delivery performance, meeting customer expectations, and driving future demands
- Analyse third-party and internal processes, and create strategies for service delivery optimisation

Performance and Quality Management:

- Recommend methods of improvements and manage the implementation of service delivery upgrades in a timely manner
- Provide accurate and regular report to management on performance of the service delivery
- Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
- Collaborate with various technical teams to set standards for software, hardware, and security

Stock and Inventory Management
- Design and implement an inventory tracking system to accurately monitor stock levels
- Source suppliers and fostering good relationships with them
- Prepare reports and advising management on strategies to reduce cost and improve procedures
- Maintain an accurate inventory database that includes detailed information on available stock
- Purchase new stock and negotiating favourable contracts with suppliers
- Work closely with Service Desk and Imaging teams to organise the efficient flow of inventory
- Lead the annual stock taking and asset verification exercise

Budget, Procurement and Forecasting
- Manage and execute the procurement of ICT systems, goods and services in a timely manner
- Effectively engage and manage the project stakeholders to complete the procurement of goods and services on time
- Understand the government procurement policy, ICT management policy, quality management policy and security guidelines to ensure the procurement deliverables are designed to comply with these policies and guidelines
- Monitor spending patterns and implementing measures to promote adherence to budgets

**What we are looking for**
- Proficiency in leading both physical and virtual teams
- Experience with dealing with third party provided services
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to
- Mastery of ITIL (Information Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organisation skills
- Can do attitude, ability to work in an environment of uncertainty and drive stakeholders towards the organisation wide objective.
- Self-driven, with good interpersonal and communication skills to be able to work independently as well as in a team.
- MUST- HAVE Good communication Skills and Tertiary education with focus on IT

Desired:

- ITIL certifications
- Project Management certifications

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.