Chun Meng Tan Email & Phone Number

Singapore

Singapore

• Lead and manage a team of Desktop support engineers, providing guidance, support, and mentorship.
• Plan, coordinate, and prioritize team activities to ensure timely and effective resolution of desktop support requests and incidents.
• Serve as the primary point of contact for escalated technical issues and complex problem resolution.
• Develop and maintain desktop SOPs and documentation.
• Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives.
• Monitor and report on Service Level Agreement related to desktop support service levels, team productivity, and customer satisfaction.

Central Singapore

• Lead and manage a team of 10+ desktop support engineers supporting the Singapore Government.
• Addressing and resolving operational and engineer related escalations.
• Service Request Management, Service Requests completion to meet pre-defined turnaround time, update allassigned Service Requests in a timely & accurate manner
• Incident Management, assigned incidents closure to meet defined SLA, Update all assigned incidents in atimely & accurate manner, Ensure all ageing ticket is updated with justification
• Assign resources for ad-hoc (NSSR) / urgent requests despite the high volumes of incidents and Service Requests
• Ensuring all administrative and IT records are entered and updated correctly, monthly INC report

Singapore

• Coordinating Project progress and information dissemination.
• Leading a Team to ensure project completion and customer satisfaction.
• Manage and maintain all the IT infrastructures within customer appointed areas. Take care of all the IT incidents, interface with technical and in-house customer service personnel to determine exact nature of problem.
• PC hardware, testing, troubleshooting and resolve the issue. Arrange and schedule maintenance date in order to minimize the business impact to the customers.
• Customer technical support service over phone call.
• Ensuring Service Level Agreements are met when serving VIP users.

• Manage a Team of IT Technician (Attendance, Punctuality and the Deployment Process).
• Assisting them in troubleshooting of issue during their deployment.
• General Administrative work for Data Migration and Physical Deployment (Updating End of Shift report).
• Process and Handling of Escalation from IT Technician
• Knowledge Sharing (Update Daily Deployment and Technical Issues on SharePoint).
• Software installation and Hardware Setup on Notebook and Desktops at client's work areas (government/ ministries’ offices at island-wide).

Nitec In Multimedia Technology

Gce 'N' Level