ICT Command Centre Operator

Responsibilities Job Description:

• Responsible to man the service desk phone calls and respond to emails from users
• 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
• Act as first responder for system alerts to verify, assess impact and escalate to the appropriate vendors for resolution
• 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
• Experience in an enterprise command centre is a plus.
• 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.
• Only Singaporeans
• Work Location – North of Singapore

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