Enterprise Service Desk (1-year contract under GMP)
Responsibilities:
Execute Standard Operating Procedures related to the management of incidents and requests: Monitor the performance of our products and services, promptly executing operational procedures for resolution or, when necessary, escalation to ensure swift restoration.
Deliver high-quality support to our customers by adeptly managing and triaging cases they bring forth.
Manage Major Incidents including management of customer & internal communications, management of internal and external communication bridges with our top-tier customers and escalations up to leadership level.
Invoke and manage crisis and security management processes; Document all actions in accordance with standard company policies and procedures.
Identify and manage knowledge gaps and continuous improvement initiatives to enhance the overall efficiency of our operational practices
Act as the senior on shift and ensure proper shift handovers; Develop training programs and provide on the job training.
Requirements:
Minimum 4 years of demonstrated expertise in telecommunications within a large-scale business environment
Minimum of 4 years proven experience in technical support or service desk environment, with experience in Major Incident Management
Minimum of 3 years proven experience in managing all aspects of Major Incident: Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively.
Experience with developing training programs and delivering training. Strong documentation skills to accurately record customer, as well as internal interactions and resolutions.
Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
ITIL V4 Foundation certificate and experience working with ServiceNow; Agile, Six Sigma or related certifications will be an advantage
Additional info:
Company industry: IT Solution for Airport industry
Location: Loyang Way (Changi)
Working arrangement: 8am to 8pm (12 hours day shift, including weekend) + Hybrid work arrangement (any 3 days WFO, 2 days WFH) - * During training period (around 6 to 7 months training), working hours would be Mondays – Fridays, 9am-6pm/10am-7pm
For more information, please visit to www.gmprecruit.com and search for Job Reference: 23971
To find out more about this opportunity, please contact Ai Linh at Ai.Linh@gmprecruit.com
We regret that only shortlisted candidates will be notified.
GMP Recruitment Services (S) Pte Ltd | EA Licence : 09C3051 | VO UYEN AI LINH | Registration No: R 22109232