Service Desk Engineer (Server Infra and Apps Monitoring) | $ 3200
· Daily statistics gathering and reporting
· Email management
· Ticket management
· Create Incident ticket upon email request or when Incident Manager declared an incident via HDC Alert chat
· Create emergency request (if urgency level is high)
· Escalation of any urgent server issues, network, PAM issues received through email to respective team or system duty engineer for attention. (*) Incident ticket will be raised if stated in email or advised by incident manager
· Process and create change request, service request and incident tickets requested by users either by email or telephone
· Updating and routing of SR, CR and INC tickets
· Jira portal management
· Manage and update Service desk dashboards, and assign cases to respective teams
· Support ECAB information checking, and review process
· Calls management (Landline, Skype Call, SD Support phone)
· Daily report consolidation and broadcasting
· Broadcast and Announcements
· Formulating, updating SOP, WI process and knowledge base
· Report generation and analysis
Requirements / Qualifications
· Possess a Professional certificate/ NITEC/ Diploma in Engineering (Computer / Telecommunication), Computer science / Information Technology
· Prior experience in service desk environment and Data Center preferred.
· Experience in MS Windows environment and application support.
Interested candidates, please send your CVs on [email protected]
Regret to inform that only shortlisted candidates will be notified.
CEI: R1988671
EA License: 14C7275
