Roles and Responsibilities:
Daily statistics gathering and reporting
- Daily change statistics (Corin & Tower)
- Aging and Outstanding S3 & S4 Incident Tickets (Tower)
- Ticket Summary & Follow-up (Service Desk)
- Daily SD Report (Handover – Service Desk)
Email management
- Act/prioritize on Email escalations
- Manage and resolved any escalated issues
- Replying and updating to queries
- Routing and follow up to towers
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)
- General call support
- Perform escalation / create ticket if required.
- Assist and guide users how to fill forms for CR and SR.
- L1 Jira usage support
Daily report consolidation and broadcasting
- Daily Change review
- Weekly incident report
- Daily Change/SR/INC follow up reminders (team to follow up in the pending Q)
Broadcast and Announcements
- Formulating, updating SOP, WI process and knowledge base
- Report generation and analysis
- Monthly ops report
- GCIO report
- Adhoc reports and formulating new reports
Qualifications/ Requirements:
- 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.
- Proficient in Microsoft Excel, PowerPoint and Word.
- Strong and analytical skills and ability to work independently.
- Open to work on shift basis - Morning shift from 8am to 5.30pm (Monday to Thursday), 8am to 5pm (Friday), Noon shift from 12.30pm to 10pm (Monday to Thursday), 1pm to 10pm (Friday).
- 1 year contract
- Comfortable to work in Data center environment
- Location: Changi South Lane
