Ict Command Centre Operator
3 days ago
**ICT Command Centre Operator**
**Responsibilities**:
- Provide assistance to users in the usage of the Self-Service ITSM Portal
- Responsible to ensure that the calls logged are clear and comprehensive
- Perform triage and appropriate routing of incidents by escalating to the appropriate vendors for resolution
- Takes on an active coordination role to ensure that all incidents are promptly resolved
- Perform system health checks and support L2 Team with the resolution
- Assist in report generation
- Assist in documentation
- Assist in setting up of conference calls between systems project managers and vendors for major incidents resolution
- May participate in adhoc, short-term projects eg. conduct system demo
- Support the operations manager in the continual efforts to improve the command centre processes
**Requirements**:
- Minimum Diploma holder in Information Technology or Computer Studies or equivalent or two (2) years of experience in an enterprise command centre
- Knowledge in incident management
- Has knowledge & basic working experience with supporting Windows, Unix, Network, Applications etc.
- Experience with call tracking / ticket management system (ServiceNow preferred)
- Must be able to work independently and/or in a team environment
- Customer-oriented and able to interact professionally with a diverse group of colleagues, vendors and clients
- Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients
- Willing to work shifts - 12-hr shift including Public Holidays and Weekends.
- Fully Vaccinated
- Only Singaporeans
- Work Location - North of Singapore
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