Service Desk Lead

5 days ago

Singapore SKILL QUOTIENT ANALYTICS PTE. LTD. Full time

Job Scope:

  • Provide 24 X 7 support on call handling, response to emails for multiple projects.

  • Working 12 hours night shift.

  • Provide cloud infra and applications monitoring.

  • Perform troubleshooting on incident.

  • Handle all categories of ITSM tickets using the ITSM system such as Service Request, change request and logging incident tickets to ITSM.

  • Handle incident created from event generator.

  • Generate ad-hoc ITSM reports required by customer.

  • Escalation of incidents to the appropriate engineers.

  • Broadcasting of messages.

  • Handle calls from Amazon Connect.

· · Handle small team of L1 support executives and submit weekly status reports to customer.

  • Willingness to learn and take up new challenges.

Requirements:

  • Should possess at least a diploma in Computer Science or computer Engineering.

  • Relevant certification in IT such as MCSE/MCSA

  • Certified in at least ITIL V3 AND above.

  • Must be able to speak English fluently and write proper English.

Minimum Years/Area of Experience

  • Minimum 7 years of experience in system administration and handling a small team of service desk support executives.

  • Experience in

o Working on AWS Platform.

o Familiar with AWS Cloud Watch / System Manager for monitoring.

o Resolve, restore and re-run failed backup issue.

o Perform escalation on incident.

o Familiar with ITSM Tool and able to categorize ticket correctly.

o Customer like and able to handles calls in a professional manner.

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