IT Operations Specialist (Service Desk)

Full-time Other-General

The Service Desk is responsible for:

Provide single point of contact for incidents, service requests and escalations.

• Daily checks on equipment mounted in data centre racks.
• Manage equipment movement and handle the portable media storage for off-site storage.
• Daily monitoring of status and follow-up with relevant parties accordingly.
• Ensure smooth operation of the existing systems.
• Liaise with L1 and L2 Engineers on issues and service requests.
• Liaise with customers by means of ticketing system / emails / phone calls / walk-ins.. Report system incidents/problem and abnormalities.
• Liaise with Incident Manager on resolving incidents according to SLA.
• Adhere to service level agreement for response time and turnaround time for Service Request / Incidents.
• Manage and maintain 2FA tokens.
• Able to work shift including weekends and public holidays.