Overview

Desktop Transition SME/ Team Lead

Date: 22 Apr 2024

Location:

Singapore, Singapore

Company:
Singtel Group

Are you looking for value adding and impactful work?

Do you want to make a difference with your expertise?

With us, you’ll be able to make it happen. 

NCS is a leading technology services firm, operating across Asia Pacific in over 20 countries, providing services and solutions in consulting, digital services, technology, and more.

We believe in utilizing the power of technology to make extraordinary things happen and to create lasting impact and value for our people, communities, and partners. Our diverse 12,000-strong workforce has delivered a wealth of large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

What we do

We drive our passion for harnessing technology.

We bring people and technology together.

We advance communities and transform industries.

 

We’re searching for a Desktop Transition SME/ Team Lead to be part of our diverse team of talent here at NCS!

If you believe in going above and beyond, want to exemplify the best, and wish to bring people and technology together like never before, then we would love to have a conversation with you!

 

Summary:

The Desktop Team Lead/ SME is responsible for leading and managing a team of desktop support engineers, ensuring efficient and effective delivery of desktop support services to end-users. They provide technical guidance, oversee service delivery, and handle escalated incidents. With a strong focus on customer satisfaction, the Desktop Team Lead collaborates with other IT teams, drives process improvements, and communicates effectively with stakeholders. Their expertise in desktop support and leadership skills contribute to the team’s success in delivering high-quality service and optimizing desktop support operations.

You will also be the “go-to” person in the team for a specific product, application or domain.

 

What we seek to accomplish together:

  • Lead and manage a team of Desktop support engineers, providing guidance, support, and mentorship.
  • Plan, coordinate, and prioritize team activities to ensure timely and effective resolution of desktop support requests and incidents.
  • Serve as the primary point of contact for escalated technical issues and complex problem resolution.
  • Develop and maintain desktop SOPs and documentation.
  • Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives.
  • Monitor and report on Service Level Agreement related to desktop support service levels, team productivity, and customer satisfaction.
  • Conduct regular team meetings to communicate updates, provide training and knowledge sharing, and foster a positive team culture.
  • Participate in hiring and onboarding activities, including conducting interviews, and training new team members.
  • Evaluate team members’ performance, provide feedback, and support their professional development through coaching and training opportunities.
  • Stay up to date with industry trends, emerging technologies, and best practices in desktop support and service management.

 

A little about you:

  • Min. ITE/Diploma graduate with 5 years experience in desktop support
  • Min 5 years experience in Microsoft Windows 10 and Microsoft Office 365
  • Clear Spoken & Written English.
  • possess at least one (1) of the following certifications or their equivalent:
    • Microsoft 365 Certified: Modern Desktop Administrator Associate
    • Microsoft Certified: Azure Administrator Associate; and
    • Microsoft Certified: Azure Security Engineer Associate.
  • Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
  • Demonstrate knowledge in the support of workstations, and related components
  • Good verbal and written communication skills
  • Good coordination skills
  • Ability to prioritize effectively and work with a sense of urgency
  • Effectively communicates with teammates and managers

 

 

About NCS Group

We want to create the extraordinary, and to impact millions of people everyday.

We believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services.

We want to invest in you!

Great work is never done alone, and that’s why we also believe in creating a collaborative work environment to bring people with different expertise and talent together.

 

We create opportunities for our people to grow in our organization with well-defined career tracks and specializations to ensure that our people and talent can continuously deliver new value for our clients.

 

We’re here to make the extraordinary happen.

Learn more at ncs.co and our LinkedIn Career site.

All profiles are handled with highest level of confidentiality.

 

#NCSlife

 


About Singtel

Headquartered in Singapore, Singtel has 140 years of operating experience and played a pivotal role in the country’s development as a major communications hub. Optus, our subsidiary in Australia, is a leader in integrated telecommunications, constantly raising the bar in innovative products and services.

We are also strategically invested in leading companies in Asia and Africa, including Bharti Airtel (India, South Asia and Africa), Telkomsel (Indonesia), Globe Telecom (the Philippines) and Advanced Info Service (Thailand). We work closely with our associates, leveraging our scale in networks, customer reach and extensive operational experience to lead and shape the communications industry.

Together, the Group serves over 700 million mobile customers around world. Singtel is one of the largest listed Singapore companies on the Singapore Exchange by market capitalisation.

The Group has a vast network of offices throughout Asia Pacific, Europe and the USA, and employs more than 23,000 staff worldwide.