Associate Systems Engineer (Service Desk) (Ref 26048) - Bedok
Jobline Resources Pte Ltd Bedok Full-time
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.
- 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.
Licence no: 12C6060
Geylang, 4 km from Bedok
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