IT Service Desk (x3) - EAST (Permanent)

at  Gateway Search Pte Ltd

JOB REQUIREMENTS:

• 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

KNOWLEDGE REQUIREMENTS:

• Detailed knowledge of Windows, Office, Windows Servers, IOS and VMWare.
• Knowledge of ITIL Service ManagementKnowledge and experience with Service Management tooling

PURPOSE:

• The IT Service Desk is the first point of contact for users for questions, requests, and incidents. The IT Service Desk function:
• Defines 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.
• Is the first point of contact for users to submit questions, request, and incidents by enabling an IT Service Management portal for self-service.
• Tries 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.
• Defines and manages the major incident management process in case of a critical incident.

JOB ROLE:

• Service Desk around the globe.
• Monitoring quality of service as per SLA
• Incident Management & Root Cause Analysis (RCA)
• ITSM processes and tooling
• Line Management
• Conduct regular performance reviews and feedback.
• Collaborates with other areas within IT to aim at a joint approach.