ICT Command Centre Operator

DXC TECHNOLOGY SERVICES SINGAPORE PTE. LTD.; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

DXC Technology in Singapore North is seeking a Service Desk Analyst to manage calls and email requests from users, provide self-service ITSM portal support, and ensure logs are clear for incident resolution.

You will triage incidents, escalate to vendors, coordinate resolution, assist with reports and documentation, and participate in short-term projects to improve command centre processes. Shift work is required, including holidays and weekends.

Qualifications

• Diploma in Information Technology or Computer Studies or equivalent.
• Experience in an enterprise command centre is a plus.
• Knowledge of incident management.
• Knowledge and basic experience supporting Windows, Unix, networks and applications.
• Experience with call tracking or ticketing systems (ServiceNow preferred).
• Able to work independently or in a team; customer-oriented and professional.
• Willing to work 12-hour shifts including public holidays and weekends; Singaporean only.
• Work location: North of Singapore.

Responsibilities

• Man the service desk phone and respond to user emails.
• Assist users with the Self-Service ITSM Portal.
• Ensure incidents are logged clearly and completely.
• Triage incidents and route to vendors for resolution.
• Coordinate to ensure timely incident resolution.
• Act as first responder for system alerts and escalate.
• Perform system health checks and assist L2 team.
• Assist in report generation.
• Assist in documentation.
• Set up conference calls between project managers and vendors for major incidents resolution.
• Participate in adhoc projects such as system demos.
• Support operations manager to improve command centre processes.

Skills

Incident management

Call routing

Windows

Unix

Networks

Applications support

Teamwork

Education

Diploma in IT/Computer Studies

Tools

ServiceNow

Job description

Job Description:

Responsibilities:

• Responsible to man the service desk phone calls and respond to emails from users
• Provide assistance to users in the usage of the Self-Service ITSM Portal
• Responsible to ensure that the calls logged are clear and comprehensive
• Perform triage and appropriate routing of incidents by escalating to the appropriate vendors for resolution
• Takes on an active coordination role to ensure that all incidents are promptly resolved
• Act as first responder for system alerts to verify, assess impact and escalation to the appropriate vendors for resolution
• Perform system health checks and support L2 Team with the resolution
• Assist in report generation
• Assist in documentation
• Assist in setting up of conference calls between systems project managers and vendors for major incidents resolution
• May participate in adhoc, short-term projects eg. conduct system demo
• Support the operations manager in the continual efforts to improve the command centre processes

Requirements:

• Minimum Diploma holder in Information Technology or Computer Studies or equivalent
• Experience in an enterprise command centre is a plus.
• Knowledge in incident management

• Has knowledge & basic working experience with supporting Windows, Unix, Network, Applications etc.
• Experience with call tracking / ticket management system (ServiceNow preferred)
• Must be able to work independently and/or in a team environment
• Customer-oriented and able to interact professionally with a diverse group of colleagues, vendors and clients
• Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients
• Willing to work shifts – 12-hr shift including Public Holidays and Weekends.
• Only Singaporeans
• Work Location – North of Singapore

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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