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Ops Support Executive, EUC & Svc Desk

Date: 30-Aug-2021

Location: Singapore, Singapore

Company: Singtel Group

NCS is a leading information and communications technology (ICT) and communications engineering services provider across the Asia-Pacific region. We are headquartered in Singapore and a wholly owned subsidiary of the Singtel Group. We have in-depth domain knowledge and unique capabilities that create business value for customers. We offer a broad range of services, including consulting, systems development and integration, business process outsourcing, infrastructure management and solutions, and technology solutions.

As a Ops Support Executive, EUC & Svc Desk, the broad area of your job responsibilities will cover the following: 

  • Lead a team of Desktop Engineers in providing end user computing services
  • Handling IT issues and IT requests in the following areas : Walk-in / VIP Support / On-Site
  • Worked closely with the Service Delivery Manager ensure that the team meets its stipulated business Service Level Agreements
  • Track all incidents, service requests closely to completion and fine tune processes to achieve maximum efficiency for the team
  • Perform End User Computing services for users and VVIP users (when required), troubleshooting and provide resolution for reported IT issues either via phone support, remote tools or onsite (when required)
  • Be the next level of technical escalation for all team members
  • Familiar with various Endpoint Infrastructure technology and processes
  • Oversee tech refresh, manage Windows IPU activities and other desktop projects, e.g. Google Chrome, Notebook BIOS upgrade
  • Motivate and encourage team members to perform at their best
  • Feedback performance gap to Manager and determine training needs to bridge gaps of team members for continuous improvements

The ideal candidate should possess:

  • Diploma in Information Systems or related field
  • Having 3-5 years of relevant experience in IT Support and leading a team (8 – 10 member)
  • Proficient in people management and hands on experience on supporting end-user environment
  • Good project management and analytical skills with the ability to manage multiple priorities within targeted time frames and maintaining high levels of professionalism
  • Having a passion for customer service and proactive in rectifying issues
  • Have certification in Microsoft Certified Technology Specialist (MCTS) or Microsoft Certified Solution Expert (MCSE, Desktop: CompTIA A+ 220-801/ 220-802, CompTIA PDI+ or equivalent is highly preferred