Service Desk Operator - Singapore - DXC Technology

DXC Technology
DXC Technology
Verified Company
Singapore

1 day ago

Wei Jie

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Wei Jie

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Description

24x7 L1 Support (12hrs shift helpdesk & onsite)**:


  • Responsibilities: _
  • Provide 24x7 1st level support (12hrs shift helpdesk & onsite) for DXC Support Teams, Clients and Client's 3rd Parties Vendors
  • Provide 1st level troubleshooting to customers.
  • Respond to customer calls in a professional and courteous manner
  • Responsible for logging calls and ensure all calls contain
    clear problem description, resolution and all activities carried during resolution of the problems with the customers
  • Participate in Daily Operations Review Meeting
  • Able to do initial diagnostic, categorization, set priority, dispatch job
  • Able to support & coordinate with Support teams in incident/problem investigation and resolution.
  • Able to
    identify incident trends in order to elevate incidents in accordance with standard operating procedures.
  • Ensure timely case attention, resolution, escalation and closure, so that SLA is met.
  • Ensure timely escalation of major and critical incidents.
  • Ensure timely submission of daily and periodic statistics and reports.
  • Ensure timely reporting of services outages or degradation and/ or batch failures
-
Contribute and Submit knowledge request if found lacking in the knowledgebase
:


  • Liaise with internal and external vendors to satisfy customer queries
  • Proactively assist customers to avoid or reduce problem occurrence.
-
Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk

  • Requirements: _
  • Diploma or Certification in Information Technologies related fields.
  • Minimum of 12 years of posteducation IT work experience required.
  • Working knowledge on Windows, Unix and Network.
  • Basic Configuration and Administration of PC and Laptops will be a plus.
-
Proficient level of computer skills including O365. Data analysis skill using Excel and Power BI will be a plus
:


  • Experience with call tracking / ticket management system (ServiceNow or Jira), Autotask preferred
  • Experience with Managed Services, IT Integration and/or Consulting experience a plus
  • Must be able to work independently and/or in a team environment
  • Ability to deliver valuable and professional IT services to external clients
  • Time management and organizational skills to efficiently complete assigned tasks
  • Good communication skills to ensure successful resolution to client issues
  • Ability to interact professionally with a diverse group of colleagues, vendors and clients
  • Ability to work on site at client locations with respect to client's work environment & staff
-
Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients:


  • Provide excellent communication with client while on site assuring superior client service
-
Willing to work shifts - 12-hr shift including Public Holidays and Weekends
:

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Fully Vaccinated:

- ** Only Singaporeans
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