Role and Responsibilities:

1. 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)

2. Email management

- Act/prioritize on Email escalations

- Manage and resolved any escalated issues

- Replying and updating to queries

- Routing and follow up to towers.

3. 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.

- Refer to SyncPOS SFPT user guides to assist requesters in creation of tickets.

- Refer to HCC level 1 support training guide to assist requesters in creation of tickets.

- Refer to One Infra Firewall Change Request process flow to assist requesters on queries and provide status update of tickets.

- Refer to PAM guides and FAQ to assist requesters in enquires and creation of tickets.

- Refer to Synapxe Decommissioning process to assist requesters in enquires and ticket creation of review of decommission template and change request.

- Assist requesters if they have enquiries regarding status of their tickets in ICD/SCCD portals based on what we can view.

4. 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 on current portal.

- L1 Jira usage support on new Automation portal.

- Refer to HCC level 1 support training guide to assist requesters regarding their enquires.

- Assist requesters if they have enquiries regarding status of their tickets in ICD/SCCD portals based on what we can view.

5. 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).

- Daily review BOT execution report, resolve errors, create missing service request, and decommission tickets in JIRA.

6. Broadcast and Announcements.

7. Formulating, updating SOP, WI process and knowledge base.

8. Report generation and analysis

Qualification/ Requirements:

• Possess a Professional certificate/ NITEC/ Diploma in Engineering (Computer / Telecommunication), Computer science / Information Technology
• No Experience is also welcome, on job training is provided
• 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.
• Able to work on AM/PM shift (in between 8am to 10pm, Monday to Friday)
• Location: Changi (may sometimes need to go to another data center at Ang Mo Kio)
• 1 year contract