Service Desk Engineer
Found in: beBee S SG - 1 month ago
Position Title: Service Desk Engineer
Location: Singapore
Your role
The IT Service Desk is the first point of contact for users for questions, requests, and incidents. The IT Service Desk function will define and deploys the IT-processes and tooling for request-, incident-, change and problem-management for the entire IT-function and aligns these processes with Operations and Product to aim for a consistent customer experience. The individual will try to solve questions, request, and incidents in the first line and, if not, dispatches it to other departments and oversee the quality and timeliness of the resolution. The individual will also define and manages the major incident management process in case of a critical incident.
What you’ll do
- Service Desk:
- Enable a 7x24 Service Desk around the globe.
- Intake of questions, requests, or incidents by phone or via the Service Portal.
- First line resolution to questions, request, or incidents if possible.
- Categorize questions, request, and incidents for prioritization of resolution.
- Dispatch of questions, requests, or incidents to the right department for further investigation and resolution.
- Monitoring quality of service:
- Monitoring of timely resolution of questions, request, and incidents, also by other departments.
- Reach out to other departments if SLAs tend not to be met.
- Escalate to management on potential SLA-violations if need.
- Feedback to the requester on status and planned resolution.
- Provides dashboard to the solution groups and management on resolution performance.
What you’ll need
- Min Diploma in Information Technology or any relevant qualification.
- Detailed knowledge of Windows, Office, Windows Servers, IOS and VMWare.
- Knowledge of ITIL Service Management
- Knowledge and experience with Service Management tooling
- Customer oriented: Excellent supporting and service attitude.
- Excellent and effective communications skills, both orally and in writing
- Independent in own work; take responsibility in projects, but also not afraid to ask for help when needed.
- Result oriented: Pro-active attitude with hands-on mentality.
- Team player.
- Attention to detail.
- Quality focus
- Needs to be present at the specific location of DLR to provide support.
- Some travel to other DLR-locations might be required.
- Needs to be available outside office hours in case of incidents or during changes.
A bit about us
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx™) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.
To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.
A bit about our Digital team
Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it’s a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.
This is an exciting time to join our business so apply now and make your mark on our future.
Notes:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.
Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.
Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.
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