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 implemen...