IT Command Centre Operator: Incident Response

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

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.