ICT Command Centre Operator

DXC Technology Inc.; Singapore; On-site; SGD 48,000 - 64,000; Full time

Job summary

DXC Technology Inc. is seeking a Service Desk professional in Singapore to handle phone and email inquiries from users and to assist with the Self-Service ITSM Portal.

You will triage incidents, coordinate with vendors, and act as a first responder for system alerts, ensuring timely resolution. The role requires a Diploma in IT, familiarity with incident management, and experience with Windows/Unix/Network/Applications.

Qualifications

• Diploma in Information Technology or Computer Studies is required.
• Experience in an enterprise command centre is a plus.
• Knowledge in incident management is required.
• Experience with Windows, Unix, Network, and Applications support.
• 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.
• Willing to work shifts – 12-hr shift including Public Holidays and Weekends.
• Singaporeans only.
• Work Location – North of Singapore.

Responsibilities

• Respond to service desk phone calls and emails from users.
• Assist users with the Self-Service ITSM Portal.
• Ensure calls logged are clear and comprehensive.
• Triaging and routing incidents to appropriate vendors for resolution.
• Coordinate to ensure incidents are promptly resolved.
• Act as first responder for system alerts and escalate as needed.
• Support L2 Team with system health checks and resolutions.
• Assist in report generation and documentation.
• Set up conference calls between project managers and vendors for major incidents.
• May participate in adhoc projects and system demos.
• Support the operations manager to improve command centre processes.

Skills

Incident management

Call handling

ServiceNow

Windows support

Unix support

Network

Applications support

Teamwork

Customer oriented

Stress management

Shift work

Education

Diploma in Information Technology or Computer Studies

Tools

ServiceNow

Ticket management system

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 elevate 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

Location & Culture

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.

Recruitment Fraud Information

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

Company Overview

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations - helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.