ICT Operations & Service Delivery Engineer

User Experience Researchers Pte Ltd (Singapore); Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

User Experience Researchers Pte Ltd (Singapore) is seeking an IT Operations & Admin professional to raise, track, and manage ICT service requests, incidents, and support activities.

You will coordinate with government agencies, MSPs, and vendors to meet SLAs, administer Microsoft 365 services, onboard/offboard users, and ensure governance, security, and audit readiness.

Experience with IT service management, vendor relations, and workplace technologies is preferred; diploma or degree required.

Qualifications

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

Responsibilities

• Raise, track, and manage ICT service requests, incidents, and operational support activities.
• Coordinate with relevant government agencies, managed service providers, and vendors to fulfil requests within agreed SLAs.
• Review and validate service request submissions, approvals, and fulfilment evidence.
• Monitor request backlog, follow up on outstanding requests, and escalates service delivery issues where necessary.
• Maintain accurate records and audit trails for operational activities.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
• Support user onboarding, offboarding, and access management processes.
• Manage user accounts, shared mailboxes, distribution lists, licences, and security groups.
• Coordinate endpoint provisioning, software installation, and workplace technology support.
• Act as the liaison between the client and ICT service providers.
• Monitor vendor performance against SLAs and KPIs.
• Review service reports and validate completed work before acceptance.
• Participate in operational and service review meetings.
• Support ICT governance, audit, risk management, and cybersecurity activities.
• Conduct periodic access reviews and support compliance exercises.
• Ensure ICT processes and documentation remain current and audit-ready.
• Maintain ICT asset inventory and software licence records.
• Support asset verification, refresh, replacement, and disposal activities.
• Assist in incident management, problem management, and operational reporting.

Skills

IT operations

IT administration

Service management

Infrastructure support

Microsoft 365

Education

Diploma or Degree in Information Technology, Computer Science, Information Systems, or related discipline

Tools

Microsoft 365

Job description

User Experience Researchers Pte Ltd (Singapore) is seeking an IT Operations & Admin professional to raise, track, and manage ICT service requests, incidents, and support activities.

You will coordinate with government agencies, MSPs, and vendors to meet SLAs, administer Microsoft 365 services, onboard/offboard users, and ensure governance, security, and audit readiness.

Experience with IT service management, vendor relations, and workplace technologies is preferred; diploma or degree required.