Established in 1997, SERI is Singapores national research institute for ophthalmic and vision research. SERIs mission is to conduct high impact eye research with the aim to prevent blindness, low vision and major eye diseases common to Singaporeans and Asians. Over the last decade or so, SERI has conducted landmark research that has led to tangible outcomes, actual patient benefit, and success stories. It has paved the way for significant improvements in how eye diseases are treated and prevented, not just for Singaporeans or Asians but on a global scale.
We are seeking a Senior IT Services Executive to lead the efforts of the SERI IT Services team and be responsible and accountable for the smooth operation of SERIs computer systems within the limits of requirements, specifications, costs and timelines. You must be knowledgeable in software, hardware and networks; must be a critical thinker and problem-solver with great attention to detail. Since end user support and teamwork are important aspects of the role, excellent communication and people skills are required.
You will also need to supervise the implementation and maintenance of SERIs systems, performing both technical and administrative tasks to ensure functionality and efficiency. Together with an in house & institution team, the goal is to build and maintain updated and efficient computer systems to optimize the role of technology on business sustainability.
Leads the SERI tech support team and is responsible for their service, deliverables and communications to higher levels of management and external stakeholdersManage SERI systems and work with institutional policies and processes to ensure these are kept fully operationalManaging day to day Tech Support operations, including the below,Manage and coordinate with Singhealth contracted vendors for maintenance work.Maintain and upkeep proper documentations.To assist in improving Tech Support process and ensuring a proper update on all required documentationsPerform system and network administration, in strict accordance with the SingHealth IT policy.Assure users are provided efficient and timely support, ensuring that user expectations are met or exceeded.To be able to provide Tech Support for SERI events when requiredAbility to work as a team and demonstrate good troubleshooting skills, written and verbal communications.Involve and assist in infrastructure related projects (eg. Technology upgrades, new hardware or software deployments)Sourcing and purchase of IT equipment, accessories, etcBe able to assist and involve with any other Tech Support related ad-hoc duties or projects.Instituting current and new protocols for the use of SERI systems across departments and projectsAct as link between end users and higher-level support, and in alignment with user needs and system functionality and relevant policiesProviding advice on the most suitable equipment choicesManaging assets and product life cycleCollaborate with colleagues to maintain standards and functionalityOrganize and schedule upgrades and maintenance without deterring others from completing their workAssisting in IT auditsUsage of web conferencing tools (Eg: Zoom)Occasionally providing technical expertise and advice to stakeholder such as;Performing troubleshooting, repairs and data restorationPerformance maintenance activities (e.g. backups)Maintaining licenses and upgrade schedulesSetting up workstations with computers and necessary peripheral devicesChecking computer hardware (HDD, mouse, keyboards etc.) to ensure functionality
B.s. in Computer Science, Information Communication & Technology or similar fieldProven working experience as an Tech Support Executive or relevant experience (Government/Hospital environment will be advantageous)Excellent knowledge of technical management, information analysis and of computer hardware/software systemsAbility to work independently with dedication, while being a strong team playerAbility to troubleshoot and repair issuesCustomer service-mindset, excellent organizational and coordination abilitiesIn depth understanding of diverse computer systems and networksGood knowledge of internet security and data privacy principles