IT Service Desk

Responsibilities:

24x7 Service Desk Coverage

• Ensure continuous manning of the 24x7 duty phone and service desk channels on rotation basis to provide timely response to incidents

First-Level Incident Management

• Serve as the first point of contact for incident reporting, perform initial triage and troubleshooting, and take appropriate actions to restore service or initiate escalation.

Ticket Monitoring and Management

• Monitor incident and service request tickets to ensure timely assignment, progress tracking, and closure in accordance with agreed service levels.

Incident Logging and Categorisation

• Accurately log, classify, and prioritise incidents and requests in the ticketing system to ensure proper routing and handling.

Escalation Coordination

• Escalate unresolved or high-impact incidents to the appropriate support teams in a timely manner and ensure effective follow-up until resolution.

Communication Management

• Provide timely updates to users and stakeholders on ticket status, incident progress, service disruptions, and restoration activities.

Monitoring and Alert Response

• Monitor system alerts, operational dashboards, and notification channels, and trigger appropriate response actions for detected anomalies or service degradation.

SLA Compliance

• Ensure incidents and requests are handled within defined response and resolution timelines to meet service level commitments.

Operational Reporting and Handover

• Maintain accurate records of incidents, escalations, and shift activities, and ensure proper handover to support operational continuity.

Knowledge and Process Compliance

• Follow established SOPs, runbooks, and operational procedures, while contributing to knowledge base updates and continuous process improvement.

Profile

Minimum of 3-4 years of experience in IT Service Desk.

Thanks, Saghana Sithara BusinessManager, Recruitment| Quess Selection & Services, Singapore EA LicenseNumber: 23C2060 Registration ID is R1550224

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“This is in partnership with the Employment andEmployability Institute Pte Ltd (“e2i”).

e2i is the empowering network for workers andemployers seeking employment and employability solutions. e2i serves as abridge between workers and employers, connecting with workers to offer jobsecurity through job-matching, career guidance and skills upgrading services,and partnering employers to address their manpower needs through recruitment,training, and job redesign solutions. e2i is a tripartite initiative of theNational Trades Union Congress set up to support nation-wide manpower andskills upgrading initiatives. By applying for this role, you consentto Quesscorp Singapore’s PDPA and e2i’s PDPA.”