IT Solutions Engineer — Help Desk & DaaS Operations

Singapore Management University; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Singapore Management University (SMU) invites applications for an IT Service Desk professional to assist the Head of the Technology Help Centre in daily operations and ensure SLA-driven case resolution. You will manage the university-wide Device-as-a-Service leasing program, coordinate with vendors, and provide first-level support and guidance to schools and departments.

The role requires strong IT experience, vendor management, and excellent communication skills to maintain high-quality service

Qualifications

• Degree or Diploma holder with relevant IT experience and end-user computing support.
• Experience managing IT leasing projects and vendor management.
• Strong organizational, prioritization and multitasking abilities.
• Excellent problem solving and analytical skills.
• Experience with Windows/macOS/Linux, mobile devices, and IT infrastructure.
• Knowledge of security policies, patches and configurations.
• Experience in procurement processes and contract compliance.
• Ability to provide technical support and training for Microsoft 365 applications.

Responsibilities

• Oversee daily operations of the Technology Help Centre and ensure cases are resolved within SLAs.
• Manage the DaaS leasing scheme, optimize vendor performance and ensure timely task delivery.
• Monitor vendor performance, track assets due for refresh, and ensure contractual compliance.
• Assist schools and departments with device inventory and stakeholder inquiries, providing guidance.
• Maintain records of equipment distribution and coordinate device replacements with vendors.
• Provide support for Microsoft 365 apps and frontline IT Help Centre staff.
• Contribute to development of user documentation, support procedures, and SLAs.
• Support procurement activities from sourcing to payment and ensure smooth IT equipment provisioning.

Skills

End-user support

Endpoint provisioning

Vendor management

Project management

Communication skills

Customer service

Education

Degree or Diploma

Tools

Microsoft 365

PowerShell

Job description

Singapore Management University (SMU) invites applications for an IT Service Desk professional to assist the Head of the Technology Help Centre in daily operations and ensure SLA-driven case resolution. You will manage the university-wide Device-as-a-Service leasing program, coordinate with vendors, and provide first-level support and guidance to schools and departments.

The role requires strong IT experience, vendor management, and excellent communication skills to maintain high-quality service