No more applications are being accepted for this job
- Service Desk: Enable a 7x24 Service Desk around the globe. Intake of questions, requests, or incidents by phone or via the Service Portal. First line resolution to questions, request, or incidents if possible. Categorize questions, request, and incidents for prioritization of resolution. Dispatch of questions, requests, or incidents to the right department for further investigation and resolution.
- Monitoring quality of service: Monitoring of timely resolution of questions, request, and incidents, also by other departments. Reach out to other departments if SLAs tend not to be met. Escalate to management on potential SLA-violations if need. Feedback to the requester on status and planned resolution. Provides dashboard to the solution groups and management on resolution performance.
- Min Diploma in Information Technology or any relevant qualification.
- Detailed knowledge of Windows, Office, Windows Servers, IOS and VMWare.
- Knowledge of ITIL Service Management
- Knowledge and experience with Service Management tooling
- Customer oriented: Excellent supporting and service attitude.
- Excellent and effective communications skills, both orally and in writing
- Independent in own work; take responsibility in projects, but also not afraid to ask for help when needed.
- Result oriented: Pro-active attitude with hands-on mentality.
- Team player.
- Attention to detail.
- Quality focus
- Needs to be present at the specific location of DLR to provide support.
- Some travel to other DLR-locations might be required.
- Needs to be available outside office hours in case of incidents or during changes.
IT Support Specialist - Singapur, Singapore - DIGITAL REALTY
Description
Your role
The IT Service Desk is the first point of contact for users for questions, requests, and incidents. The IT Service Desk function will define and deploys the IT-processes and tooling for request-, incident-, change and problem-management for the entire IT-function and aligns these processes with Operations and Product to aim for a consistent customer experience. The individual will try to solve questions, request, and incidents in the first line and, if not, dispatches it to other departments and oversee the quality and timeliness of the resolution. The individual will also define and manages the major incident management process in case of a critical incident.
What you'll do
What you'll need