Senior IT Service Desk Engineer

Job ID : 00580

Position Objective

▪ The Senior IT Service Desk Engineer supports and strengthens the school IT service desk function by ensuring reliable, responsive, and high quality end user support across the school community.

▪ The role coordinates daily service desk activities, manages ticket follow up, supports escalations and helps to ensure that incidents and service requests are satisfactorily resolved within agreed service levels.

▪ The role acts as a key interface between school leadership, staff, students, parents, global/regional IT teams and vendors. The role requires strong ownership, clear communication, structured follow through and professional handling of service issues.

▪ The role also supports continuous improvement of service desk quality, including ticket hygiene, user communications, knowledge base management, service reporting, and process adherence.

▪ This role will deputize in the IT Service Desk Manager’s absence to run service desk operations

Responsibilities:

Service Desk Operations.

• Coordinate day to day service desk operations, including ticket queues, prioritisation, assignment, follow up and escalation.

• Ensure incidents and service requests are logged, tracked, updated, and resolved within agreed service level targets.

• Ensure tickets contain clear ownership, user updates, troubleshooting notes, resolution notes and closure details.

• Monitor service desk workload and support coverage during school operating hours, peak periods, events and critical activities.

• Maintain service desk procedures, workflows, knowledge articles, and documentation standards.

• Ensure service desk activities follows IT policies, security requirements, safeguarding expectations and acceptable use standards.

Stakeholder Management and Communication.

• Act as an escalation point for user issues, service complaints and operational disruptions.

• Provide clear, timely and professional updates to users, school leadership, global/regional IT and vendors during incidents, escalations and service requests.

• Follow through on open issues until ownership, next actions, and resolution status are clear.

• Build trusted working relationships with school leadership, academic staff, support staff, students, parents and global/regional IT teams.

• Handle difficult user situations professionally and ensure service issues are managed with ownership and accountability.

Team Coordination and Leadership

• Support the planning, scheduling and coordination of service desk engineers to ensure adequate coverage and balanced workload.

• Guide service desk engineers on ticket handling, user updates, escalation behaviour and service quality.

• Coach and support team members to improve technical capability, customer service, communication and follow through.

• Review service delivery gaps and recommend practical improvement actions.

• Support training plans, knowledge sharing and development actions for service desk team members.

IT Operations Support.

• Support onboarding and offboarding processes for staff and students, including access readiness, devices readiness and timely closure of leaver accesses.

• Coordinate support for school events, admissions activities, examinations and other peak operational periods.

• Work closely and partner with Infrastructure and Application teams to ensure escalation are routed, tracked, and resolved properly and promptly.

• Support service desk tools and work with global/regional IT to ensure support systems remains effective.

• Support and drive asset management processes, including device allocation, movement, recovery and lifecycle updates where required.

As the job holder, your responsibility for promoting and safeguarding the welfare of children and young persons for whom they are responsible or with whom, they come into contact will be to adhere to and ensure compliance with the relevant Cognita Safeguarding; Child Protection Policy and Procedures at all times. If, in the course of carrying out the duties of the role, the job holder identifies any instance that a child is suffering or likely to suffer significant harm either at school or at home, s/he must report any concerns to the School’s Child Protection Officer/Designated Safeguarding Lead or to the Head or indeed to the Regional CEO so that a referral can be made accordingly to the relevant third-party services.

Position Requirements

• Proven experience in IT service desk, end user support, IT operations or school technology support.

• Strong understanding of IT service management processes, including incident management, request fulfilment, escalation management, change management, problem management and service reporting.

• Experience operating as a senior analyst, escalation point, shift lead, team lead or similar service desk coordination role.

• Good working knowledge of end user computing environments including Windows, MacOS, M365, printing, AV, network connectivity, mobile devices and common school applications.

• Strong service ownership with the ability to follow up on tickets, keep users updated and close the loop without repeated reminders.

• Strong stakeholder management skills, with experience supporting senior leadership, staff, students, parents, and external vendors.

• Strong communication skills with the ability to provide clear updates during incidents, escalations, complaints and service disruptions.

• Ability to prioritise effectively and manage service delivery under pressure.

• Experience in improving ticket quality, SLA performance, knowledge base usage and CSAT.

• Experience in a school, education, multi-site or customer facing environment is advantageous.

Qualifications

• Diploma or Degree in information technology, Computer science or a related field.

• Minimum 5 years of experience in IT service desk, end user support, IT Operations, infrastructure support, or school technology support.

• Minimum 1 to 2 years of experience in a senior analyst, escalation, shift lead, team lead, or service desk coordination role.

• ITIL foundation of equivalent IT service management certification is advantageous.

• Microsoft, Apple, JAMF, endpoint management or service desk tool certification is advantageous.

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Kindly email your resume in a detailed Word format to [email protected]

Only shortlisted candidates will be notified.

People Profilers Pte Ltd

20 Cecil Street, #08-09 PLUS Building Singapore 049705

Reg. Number: R26161191