Senior Assoc/Asst Dir, Helpdesk Transformation

What The Role Is You will be joining the AGD Helpdesk Transformation Team to modernise our helpdesk system and leverage on new technologies in improving customer experience and service delivery to public sector agencies and members of the public.

What You Will Be Working On Your responsibilities will include:

• Supporting the implementation of a modernised helpdesk system with Gen AI functionalities
• Leveraging on new technologies (e.g. LLM, Gen AI, etc.) to promote self-help for the helpdesk system
• Assisting with data analysis (using IT tools) on past helpdesk queries and statistics to gain insights into users’ behaviour and events and identify areas of improvement to operations
• Supporting the documentation of processes and creation of knowledge base articles to support financial processes and accounting-related service requests to improve efficiency
• Exploring and adopting of emerging tools, including pilot testing and deployment
• Monitoring and evaluating on the effectiveness of implementation of new technologies/tools
• Assisting on work on any other ad-hoc projects or tasks assigned

What We Are Looking For

• Tertiary qualifications in Finance, Business, IT or Systems related field;
• Keen interest in Ops-Tech;
• Prior experience in machine learning and/or Gen AI is a plus;
• Good understanding of Finance and Procurement processes as well as system implementation;
• Good critical thinking, problem-solving and analytical skills;
• Time management skills to multi-task and prioritize key deliverable ;
• Meticulous and a good team player who can work well independently and with various stakeholders;
• Good communication and presentation skills
• Fresh Graduates are welcomed