NTU Singapore honoured at SBR Technology Excellence Awards 2025

The university earned recognition for revolutionising user experience through proactive IT support.

Nanyang Technological University, Singapore (NTU Singapore) received the Infrastructure Technology - Education accolade at the SBR Technology Excellence Awards 2025. The award recognised the university’s innovative and forward-thinking approach to IT service delivery.

The award-winning initiative, led by the University’s Shared Services IT team, features a proactive, multi-tiered support system that minimises downtime and enhances user satisfaction. It uses real-time monitoring, self-service portals, and automated service management that work in tandem to ensure smooth and efficient campus operations.

A notable demonstration of the system’s efficiency happened in early 2024, when a minor issue with a classroom’s AV system was quickly detected by the IT team's pre-emptive monitoring tools and resolved remotely by a technician, before anyone even noticed a problem.

Likewise, students facing connectivity issues with tutorial room touch panels can now resolve them independently via a newly launched self-help portal. Presentations can resume within minutes, showcasing the ease and efficiency of the new system.

In another case, a power surge affected several lecture halls, but thanks to the team’s proactive approach, technicians were quickly dispatched and backup systems were promptly activated to minimise disruption.

The NTU Singapore IT team's success lies in their ability to prevent issues before they affect users. For more complex cases, field engineers are equipped with Meta Glasses, a cutting-edge technology that enables real-time support from specialists, speeding up problem resolution. 

Emergency support is also more accessible, with QR codes placed in 275 teaching spaces, providing instant access to IT support. The service request process has also been streamlined through automated service catalogues that use AI to suggest templated responses for common queries.

NTU Singapore’s IT support system is available 24/7 through the Service Desk Hotline, online forms, and the “ASK IT @ ServiceNow” platform. This ensures round-the-clock support for over 300,000 alumni, 35,000 students, and 8,000 employees.

The impact of these improvements is clear. Compliments have surged from just a few per month to over 200 per year. Service Level Agreement (SLA) compliance now exceeds 99%, and customer satisfaction is consistently above 90%. 

Looking ahead, the IT team plans to deepen user personalisation by integrating more AI and automation into its services, as part of the university’s ongoing commitment to innovation. They are also exploring new technologies and best practices to ensure that NTU Singapore’s IT infrastructure continues to meet the dynamic needs of the university community.

The SBR Technology Excellence Awards recognises technological innovations and companies in Singapore that are leading the digital journeys of their respective industries. The awards programme commends companies that pioneered groundbreaking IT products and solutions, and organisations from different industries that made an impact with their innovative technology.

The SBR Technology Excellence Awards is presented by Singapore Business Review Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Jane Patiag at [email protected].