The successful candidate will be awarded a 2 year full time contract with eligibility to AWS/Variable Bonuses and Annual increment.
To work with the team to ensure that all operations are carried out smoothly for the SIM Service Desk and the Centralised Control System (CCS) to provide quality and efficient support to Entities.
- Ensure that operations are carried out smoothly for the SIM Service Desk, Centralised Control System (CCS) and Classroom Recording Systems to provide quality and efficient support
- Provide first call resolution to users and render efficient support and quality service
- Ensure all calls and emails to Service Desk are responded to or assigned to the relevant department.
- To ensure assistance for stakeholders (staff, students and lecturers) is within the expected SLA and to ensure the smooth operations for academic lessons, events and campus activities.
- Attend to calls and emails from SIM/SUSS users (staff, students & lecturers), assesses and assigns a severity classification to the case
- Perform first level troubleshooting, if applicable. If not, escalates the case to the respective technicians for their necessary actions.
- Visually monitor the systems, utilizing these systems to maintain an effective and efficient way to provide classroom support
- Drive continuous enhancement of Service Desk’s First Call capability with the objective of improving customers’ experience with timely and efficient issues resolutions
Requirements
- Late Shift Staff (3.30pm to 11.00pm) and required to work on Saturday (7.30am to 12.30pm or 1.00pm to 6.00pm)
- Monthly Shift allowance to be paid on top of salary
- Reimbursement for transportation home after 10.30pm
- Diploma Holders, preferably in a related field (eg. IT)
- Working experience in Service Desk environment
- AV/IT/M&E knowledge
- Well versed in Microsoft Office
- At least 3 years of work experience
