Ict Command Centre Operator

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
  
• At least two (2) or more years’ 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
  
• Must be a Singaporean citizen due to G50 security clearance requirements by the client.
  
• Work Location – North of Singapore