Position: EUC Lead
Duration: Permanent
Location: Singapore
Job description :
The EUC Lead manages the IT support function. He/She provides management to a group of IT professional and support staff and focuses on setting goals and priorities. Plans and directs the information processing activities of the organisation and coordinates the effective design, implementation and operation of management information systems and applications. Oversee the maintenance and upgrading of support systems and conducts on-site training to promote efficient operations.
Requirements:
- Diploma/Degree in Computer Science of equivalent
- At least 9- 10 years’ experience in developing, implementing and maintaining IT systems
- Experience in mass EUC deployment for building relocation, renovation projects and new set-up implementation
- Certification in ITIL, MCSE preferred
- Strong vendor management skills & Team Leading experience
Implement IT Support Service Plans:
- Lead the implementation of support services across the organisation
- Define best practices and Service Level Agreements for the support function
- Establish performance and reporting measures to provide an effective and efficient level of service
- Identify actions to maintain or improve levels of service
- Advise the business on IT support metrics and capabilities
- Plan installation of hardware equipment, software and maintenance agreements
- Recommend acquisition of new technology and software
Provide Incident Resolution Guidance:
- Analyse enquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved
- Respond to more complex, escalated enquiries from team members
- Evaluate results of investigation reviews
- Develop problem solving guidelines, checklists, or other materials to assist staff to respond to user problems that are recurring or routine
- Oversee team management including budgets, forecasting, work allocations and staffing
