Service Desk

19 hours ago


NorthEast Singapore PERSOLKELLY Full time

Service Desk

**Duration: 1 year**

**Working Hours: 8.30am - 6pm, Monday - Friday**

**Location: Serangoon**

**Salary: max $3500
**Service Desk duties and responsibilities:
**Daily statistics gathering and reporting
- **Daily change statistics (Corin & Tower)**:

- **Aging and Outstanding S3 & S4 Incident Tickets (Tower)**:

- **Ticket Summary & Follow-up (Service Desk)**:

- **Daily SD Report (Handover - Service Desk)
- **Manage and resolved any escalated issues**:

- **Replying and updating to queries**:

- **Routing and follow up to towers
**Ticket management
- **Create emergency request (if urgency level is high)**:

- **Updating and routing of SR, CR and INC tickets**:

- **Jira portal management**:

- **Manage and update Service desk dashboards, and assign cases to respective teams**:

- **Support ECAB information checking, and review process
**Calls management (Landline, Skype Call, SD Support phone)
- **General call support**:

- **Perform escalation / create ticket if required.**:

- **Assist and guide users how to fill forms for CR and SR.**:

- **L1 Jira usage support
**Daily report consolidation and broadcasting
- **Daily Change review**:

- **Weekly incident report**:

- **Daily Change/SR/INC follow up reminders (team to follow up in the pending Q)
**Broadcast and Announcements
**Formulating, updating SOP, WI process and knowledge base
**Report generation and analysis
- **Monthly ops report**:

- **GCIO report**:

- **Adhoc reports**:

- **Formulating new reports
**Requirements / Qualifications**:

- **Possess a Professional certificate/ NITEC/ Diploma in Engineering (Computer / Telecommunication), Computer science / Information Technology**:

- **Prior experience in service desk environment and Data Center preferred.**:

- **Proficient in Microsoft Excel, PowerPoint and Word.**:

- **Strong and analytical skills and ability to work independently.
REG No : R1768000 (Nguyen Quynh Nhu)

**PERSOLKELLY Singapore Pte Ltd - RCB No. 200007268E - EA License No. 01C4394



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