Service Desk Engineer

**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.

**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.

**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.