Deliver exceptional customer service by promptly and professionally addressing customer needs and concerns. Manage IT service incidents reported by school users through the Service Desk Support Portal, specifically those related to personal computers, networks, platforms, and applications. Effectively resolve issues or provide alternative solutions to restore IT services to normal operation within the established Service Level Agreement (SLA). Escalate unresolved issues or additional support requests to the appropriate support team. Provide timely updates to customers regarding the status of outstanding issues in accordance with targeted service levels. Ensure accurate and comprehensive documentation of customer interactions and transactions within the IT Service Desk Management System. Provide end-user support for classroom technology to educators, assisting with IT and audio-visual equipment such as Interactive TVs, Apple TV, projectors, and associated applications to expedite the return to normal classroom activities. Oversee the life cycle management of IT assets, including the registration, tracking, and decommissioning of hardware devices and software licenses. Conduct upgrades to PC hardware and software, which includes regular maintenance and installation of service packs, patches, and applications. Remain updated on product knowledge, policies, and procedures to furnish customers with accurate and relevant information. Execute additional responsibilities as directed by the Head of IT Operations and Business Partnering, the Helpdesk Manager, or other designated personnel within the School.

Singapore