IT Service Desk Coordinator / IT Admin

SEDHA CONSULTING PTE. LTD.; Singapore; On-site; SGD 42,000 - 72,000; Full time

Job summary

SEDHA CONSULTING PTE. LTD. is seeking an IT Administration professional in Singapore to coordinate incident management, service requests, and user provisioning within a central services team.

You will maintain IT asset records, manage onboarding and offboarding, and prepare regular SR/utilisation reports, collaborating with HR, asset owners, and engineering to keep systems and services running smoothly.

Responsibilities

• Monitor incident queues and assign tickets to relevant engineers.
• Log incidents with the service desk for IT issues during administrative work.
• Assist in raising Service Requests (SRs), when necessary.
• Monitor, assign, and follow up with the team on SR progress and completion.
• Coordinate with users and backend teams to provide additional information when needed to fulfil SRs.
• Collaborate with HR for the onboarding of new users and offboarding of resigned staff.
• Coordinate with the asset team to ensure assets required for new users are ready for deployment.
• Raise necessary SRs related to user onboarding and offboarding.
• Liaise with system, network, and desktop teams to ensure all required accounts are correctly set up.
• Provide administrative support to regularly maintain and update the IT asset inventory, if required.
• Track and manage assets through the Asset Management System.
• Coordinate with asset owners for asset verification.
• Liaise with the agency to manage asset status, including: Managing assets assigned to users and engineers; Tracking assets delivered by suppliers and returned to vendors; Monitoring IT appliances purchased by the agency.
• Update weekly and monthly SR utilization reports in the tracking system.
• Record and update monthly man-day utilization.
• Prepare monthly reviews of central services, including user accounts and subscriptions, if required. This includes: SG-MAIL, SG-VPN/GOMAX, SG-EPP and etc.
• Work with the team to assign laptops designated for Tech Refresh.
• Assist engineers in scheduling appointments with users for TR.
• Prepare Tech Refresh reports.
• Maintain accurate records of laptops issued to and collected from users during the TR process.

Job description

1. Incident Management

• Monitor incident queues and assign tickets to relevant engineers.
• Log incidents with the service desk for any IT issues encountered during the course of administrative work.

2. Service Request (SR) Management

• Assist in raising Service Requests (SRs), when necessary.
• Monitor, assign, and follow up with the team on SR progress and completion.
• Coordinate with users and backend teams to provide additional information when needed to fulfil SRs.

3. User Management

• Collaborate with HR for the onboarding of new users and offboarding of resigned staff.
• Coordinate with the asset team to ensure assets required for new users are ready for deployment.
• Raise necessary SRs related to user onboarding and offboarding.
• Liaise with system, network, and desktop teams to ensure all required accounts are correctly set up.

4. Asset Management

• Provide administrative support to regularly maintain and update the IT asset inventory, if required.
• Track and manage assets through the Asset Management System.
• Coordinate with asset owners for asset verification.
• Liaise with the agency to manage asset status, including:
• Managing assets assigned to users and engineers.
• Tracking assets delivered by suppliers and returned to vendors.
• Monitoring IT appliances purchased by the agency.

5. Reporting

• Update weekly and monthly SR utilization reports in the tracking system.
• Record and update monthly man-day utilization.
• Prepare monthly reviews of central services, including user accounts and subscriptions, if required. This includes:
• SG-MAIL
• SG-VPN/GOMAX
• SG-EPP and etc

6. Tech Refresh (TR)

• Work with the team to assign laptops designated for Tech Refresh.
• Assist engineers in scheduling appointments with users for TR.
• Prepare Tech Refresh reports.
• Maintain accurate records of laptops issued to and collected from users during the TR process.