ICT Command Centre Operator

dxctechnology; Singapore; On-site; SGD 3,200 - 5,200; Full time

Job summary

DXC Technology is seeking a Service Desk Analyst to manage calls and emails, triage incidents, and coordinate with vendors for resolution. You will support the Self-Service ITSM Portal and assist in reporting and documentation from the North of Singapore location.

The role requires a diploma in IT or Computer Studies, knowledge of incident management, and the ability to work 12-hour shifts including holidays and weekends. Singaporean candidates only. In-person collaboration is emphasized.

Qualifications

• 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.

Responsibilities

• Respond to service desk phone calls and emails from users.
• Assist users in using the Self-Service ITSM Portal.
• Ensure calls logged are clear and comprehensive.
• Triage incidents and escalate to 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.
• Participate in adhoc projects and demonstrations.
• Support the operations manager to improve command centre processes.

Skills

Incident management

Customer service

Team coordination

Education

Diploma in IT / Computer Studies

Tools

ServiceNow

Windows

Unix

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 escalating 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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