ICT Command Centre Operator

Job Description:
Responsibilities:
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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