ICT Command Centre Operator

Responsibilities

Job Description:

Responsible to man the service desk phone calls and respond to emails from users

Provide assistance to users in the usage of the Self-Service ITSM Portal

Responsible to ensure that the calls logged are clear and comprehensive

Perform triage and appropriate routing of incidents by escalating to the appropriate vendors for resolution

Takes on an active coordination role to ensure that all incidents are promptly resolved

Act as first responder for system alerts to verify, assess impact and escalate to the appropriate vendors for resolution

Perform system health checks and support L2 Team with the resolution

Assist in report generation

Assist in documentation

Assist in setting up of conference calls between systems project managers and vendors for major incidents resolution

May participate in adhoc, short-term projects eg. conduct system demo

Support the operations manager in the continual efforts to improve the command centre processes

Requirements

Minimum Diploma holder in Information Technology or Computer Studies or equivalent

Experience in an enterprise command centre is a plus.

Knowledge in incident management

Has knowledge & basic working experience with supporting Windows, Unix, Network, Applications etc.

Experience with call tracking / ticket management system (ServiceNow preferred)

Must be able to work independently and/or in a team environment

Customer-oriented and able to interact professionally with a diverse group of colleagues, vendors and clients

Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients

Willing to work shifts – 12-hr shift including Public Holidays and Weekends.

Only Singaporeans

Work Location – North of Singapore

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