Senior Executive, IT (Service Desk)

NTU Shared Services (NSS) is a centralized unit within Nanyang Technological University (NTU) that provides a wide range of administrative, operational, and support services to various departments and units within the university. Its primary goal is to streamline and optimize processes, enhance operational efficiency, and deliver high-quality services to support NTU’s core mission of education and research.

We are currently looking for a highly motivated Senior Executive, IT (Service Desk) with contact center experience to be part of our team! This position offers ample opportunities for skill development and career progression.

Responsibilities:

• Be the first point of contact for all incoming queries raised by users through phone/self-service ticketing.

• Classify, prioritize, logging, routing, and resolving incidents raised by users.

• Perform level 1 diagnosis and resolution of incidents raised and triaging for non-IT queries.

• Monitor and follow up on incidents assigned promptly ensuring SLAs are achieved.

• Handle difficult and demanding users professionally.

• Collaborate and communicate with Level 2 to resolve and address users’ IT issues or queries promptly.

• Participate in projects/initiatives pre-rollout such as UATs and system readiness testing.

• Articulate to supervisor on the problem statement, root causes, including suggested solutions to fix the issues.

Requirements:

• Minimally a recognized Polytechnic Engineering Diploma or related field with 2 years of relevant experience in a customer service or contact center role.

• Excellent communication skills, both verbal and written.

• Have passion for delivering outstanding customer experiences.

• Problem-solving skills and the ability to handle difficult customer interactions with empathy and professionalism.

• Strong organizational skills and the ability to multitask in a fast-paced environment.

• Proficiency in using customer relationship management (CRM) software and other contact center tools.

• Certification in customer service, contact center management, or a related field and ITIL certification would be an advantage.

Hiring Institution: NTU