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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)
  • Weekly handover of task (Command Center – Ops team)
  • Email management
  • Act/prioritize on Email escalations 
  • Manage and resolved any escalated issues
  • Replying and updating to queries 
  • Routing and follow up to towers. 
  • Ticket management
  • Create Incident ticket upon email request or when Incident Manager declared an incident via HDC Alert chat
  • Create emergency request (if urgency level is high)
  • Escalation of any urgent server issues, network, PAM issues received through email to respective team or system duty engineer for attention. (*) Incident ticket will be raised if stated in email or advised by incident manager
  • Process and create change request, service request and incident tickets requested by users either by email or telephone
  • 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
  • Refer to Automated OS UAM Portal Service Desk Call flow to evaluate the request refer to roadshow slides and different guides to assist requesters in creation of tickets.
  • Calls management (Landline, Skype Call, SD Support phone)
  • Perform escalation / create ticket if required.
  • Assist and guide users how to fill forms for CR and SR.
  • Daily report consolidation and broadcasting
  • Formulating, updating SOP, WI process and knowledge base.    

Requirements

  • Possess a Professional certificate/ NITEC/ Diploma in Engineering (Computer / Telecommunication), Computer science / Information Technology with 2-3 years relevant experience 
  • Prior experience in service desk environment and Data Center preferred.
  • Experience in MS Windows environment and application support.
  • Proficient in Microsoft 365 Excel, PowerPoint and Word.
  • Strong and analytical skills and ability to work independently.



Shortlisted candidates will be offered a 1 Year Agency contract employment.