Roles & Responsibilities
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 communicationbetween 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 deliveryTake accountability for service delivery performance, meeting customer expectations, and driving future demandsAnalyse third-party and internal processes, and create strategies for service delivery optimisationPerformance and Quality Management :
Recommend methods of improvements and manage the implementation of service delivery upgrades in a timely mannerProvide accurate and regular report to management on performance of the service deliveryBuild strong relationships with teams and stakeholders to enable effective dialogue exchange between departmentsCollaborate with various technical teams to set standards for software, hardware, and securityStock and Inventory Management
Design and implement an inventory tracking system to accurately monitor stock levelsSource suppliers and fostering good relationships with themPrepare reports and advising management on strategies to reduce cost and improve proceduresMaintain an accurate inventory database that includes detailed information on available stockPurchase new stock and negotiating favourable contracts with suppliersWork closely with Service Desk and Imaging teams to organise the efficient flow of inventoryLead the annual stock taking and asset verification exerciseBudget, Procurement and Forecasting
Manage and execute the procurement of ICT systems, goods and services in a timely mannerEffectively engage and manage the project stakeholders to complete the procurement of goods and services on timeUnderstand the government procurement policy, ICT management policy, quality management policy and securityguidelines 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.Please refer to U3’s Privacy Notice for Job Applicants / Seekers at https : / / u3infotech.com / privacy-notice-job-applicants / . When you apply, you voluntarily consent to the collection, use and disclosure of your personal data for recruitment / employment and related purposes.
Tell employers what skills you have
Digital Transformation
Forecasting
Budgets
ICT
Quality Management
Hardware
Inventory
VIP
Procurement
Inventory Management
Service Desk
Delivery Optimisation
Accountability
Service Delivery
Government Procurement
