Ops Support Executive, EUC & Svc Desk
- Singapore
- Permanent
- Full-time
- Ability to provide first & second level support to school users.
- Ability to coordinate & provide solutions of incidents that are escalated by DE/RDE within agreed SLA time independently.
- Ability to prioritize tasks and resolution of problems competently and professionally. School users must be updated on the progress (via DE, CSM or even personally).
- Ability to attend to ad-hoc support
- Virus/malware intrusion
- Transition support
- Unexpected technical outage support
- Service Level of Support
- Ability to resolve problems within 4 hours upon case log by SSOE2 Service desk or provide an equivalent alternative for School VIPs (Principal and Vice Principals, AM, HOD ITs).
- Ability to provide solutions within the day or the following day for school admin staff(s) & teacher(s).
- Ability to provide and advise user(s) accordingly with a follow up email if the problem/issue/case requires longer than 3 working days to resolve.
- Communication Skills
- Ability to maintain good working relationships and communicate with all levels of school user(s), vendor(s) and NCS internal staff(s).
- Strive to achieve good customer service.
- Ability to share information about SSOE2 infrastructure within internal team(s).
- Responsive to calls and emails. Follow up on missed calls within a day and respond to emails by stipulated dateline in email.
- Punctuality and Support Hours
- Ability to maintain good working relationships and communicate with all levels of school user(s), vendor(s) and NCS internal staff(s).
- Strive to achieve good customer service.
- Ability to share information about SSOE2 infrastructure within internal team(s).
- Responsive to calls and emails. Follow up on missed calls within a day and respond to emails by stipulated dateline in email.
- Provision of Technical Support to Internal & External Teams on daily support
- Ability to advise & coordinate with schools, vendors & NCS Internal teams on technical enquiries.
- Ability to answer to schools, vendors & NCS Internal teams on most of the technical enquiries.
- Able to provide technical solution/resolution to schools, vendors & NCS Internal teams upon issue/case arise.
- Managing Projects
- Ability to advise & coordinate with schools, vendors & NCS Internal teams on technical enquiries.
- Ability to answer to schools, vendors & NCS Internal teams on most of the technical enquiries.
- Able to provide technical solution/resolution to schools, vendors & NCS Internal teams upon issue/case arise.
- Ability to perform hardware & software testing
- Ability to advise & coordinate with schools, vendors & NCS Internal teams on technical enquiries.
- Ability to answer to schools, vendors & NCS Internal teams on most of the technical enquiries.
- Able to provide technical solution/resolution to schools, vendors & NCS Internal teams upon issue/case arise.
- Processing Service Request
- Ability to advise & coordinate with schools, vendors & NCS Internal teams on technical enquiries.
- Ability to answer to schools, vendors & NCS Internal teams on most of the technical enquiries.
- Able to provide technical solution/resolution to schools, vendors & NCS Internal teams upon issue/case arise.
- Minimally 3 years of relevant experience in IT/Desktop Support
- Relevant Experience with Microsoft Windows 11, Windows Hello, PowerShell & BitLocker
- Good understanding of Microsoft Windows 11 OS and MS Office, basic scripting in PowerShell and cmd