IT Service Management Specialist

1 week ago

Singapur, Singapore Singtel Full time
Empower Your Career with Singtel

At Singtel, we're dedicated to fostering a work environment that empowers every generation. As an IT Service Management Specialist, you'll be part of a caring, inclusive, and diverse workforce that creates positive impact and a sustainable future for all.

Key Responsibilities
  • Receive, log, and prioritize incoming IT support requests and issues.
  • Ownership and management of issues and requests through to resolution.
  • Respond, diagnose, and troubleshoot support cases from users experiencing technical issues with ServiceNow.
  • Process and fulfill ITSM Service Requests on ServiceNow, such as account administration, data patching, reporting.
  • Provide step-by-step guidance to users, ensuring issues are resolved efficiently and effectively.
  • Document incident resolution steps and create knowledge base articles for future reference.
  • Escalate complex issues to appropriate ITSM members or external vendors when necessary.
  • Maintain accurate and detailed records of support requests and resolutions using our ITSM ticketing system.
  • Stay updated with the latest ITSM trends and technologies to continuously improve support services.
  • Seek opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
Requirements
  • Candidate with minimum Diploma Certification in Computer/Electronic Engineering or equivalent discipline.
  • Preferably with 2 or more years related experience in an IT support role.
  • Good understanding of ITSM components.
  • Proficiency in troubleshooting and problem-solving techniques.
  • Excellent customer service and communication skills.
  • Ability to work independently and as part of a team.
  • Familiarity with ITSM software such as ServiceNow etc.
  • Good oral and written communication skills.
  • ITIL or similar certification is a plus.
What We Offer
  • Flexi work arrangements.
  • Full suite of health and wellness benefits.
  • Ongoing training and development programs.
  • Internal mobility opportunities.

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