Job vacancy Senior IT Executive

Job Description and overview

• Provides leadership and supervision to L1 staff.
• Provides technical support and guidance to L1 staff
• Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner.
• Provides ITIL Service disciplines, covering Incident, Problem and Change Management.
• Works with IT Infrastructure Manager to establish standards and best practices for managing access rights, desktops etc.
• Implement policies/standards to improve the quality and efficiency of support services based on ITIL methodology.
• Works closely with the Singapore Service Desk Lead and other Specialist to ensure a timely, robust and comprehensive service transition process
• Works with L1 staff to set SLA criteria for the various types of support requests
• Responsible for management of the rollout and support of desktop devices, including laptops and printers, and productivity tool such as Outlook and MS Office.
• Identifies opportunities to simplify IT Service Desk operations through continuous improvement initiatives