Job Overview

Executive, IT (On-Site Support)

The NTU Shared Services (NSS) Technical Support Executive is responsible for providing effective IT/ AV technical support, in relation to the generic desktop/ laptop PCs, mobile devices, AV equipment, as well as NTU campus software. This includes problem diagnosis, configuration, installation, and general troubleshooting of IT/ AV systems and applications, adhering closely to the Service Levels Agreements (SLAs) and policies set by the organization.

Responsibilities

• Provide on-site Level 2 Support in relation to desktop-/ AV- related service disruptions.
• Document desktop-/ AV- related problems and resolution procedures in Knowledge Base for future reference
• Maintain technical documentation related to configuration of IT/ AV equipment and components
• Implement initiatives aimed at meeting and exceeding target goals and driving productivity and efficiency, to establish a customer-centric environment that promotes continuous improvements in customer service levels
• Track and report assigned tasks completion and meeting SLA targets.
• Carry out readiness checks of equipment under his/her charge and timely rectify faults to ensure system availability of 95% at the start of semester.
• Document root cause and resolution in assigned ServiceNow tickets to facilitate knowledge article generation.
• Coach new staff and transfer working knowledge of NSS IT onsite support operations and working arrangements with CITS
• Project manage and oversee common Lecture Theatres and Tutorial Rooms upgrading
• Oversee and manage audio visual loans to students and staff
• Manage monthly reimbursement for AV event request including reporting, follows on with NSS Finance, user departments for collections and overdues
• Take on content editor/owner and/or webmaster roles to maintain/migrate NSS IT and other divisions web pages
• Undertake specialization roles in specific technical areas (such as Mac specialist etc) and procurement specialist for NSS IT division.
• Undertake continuous improvement projects that drive greater efficiency and effectiveness of the division
• Serve as Safety and health roles such as first aider, fire warden and safety and health representative.
• Maintain centralized records/database of AV asset.

Requirements

• Minimum GCE “A”-levels / a recognised Diploma in Information Technology / equivalent certification in a related domain
• Minimum 2 years of relevant and related working experience in a helpdesk role
• Proficient in problem diagnostics and resolution, with the ability to work autonomously
• Good working knowledge on desktop operating systems including Windows 7 and above, Linux, and Macintosh OS, and associated generic applications
• Good working knowledge on audio/video equipment
• Good working knowledge on other IT domains, including software, hardware, servers and network operations
• Hands-on experience with key technologies and systems used within an IT helpdesk ITIL v3 experience in an educational / MNC environment
• Ability to communicate technical information to a non-technical audience in a clear and coherent manner
• Possess excellent customer service mind-set
• Demonstrates effective listening skills
• Strong interpersonal skills to handle difficult Users or situations that require sensitivity and diplomacy

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