IT Service Manager

HITACHI SYSTEMS NETWORK TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading technology company in Singapore seeks a professional to provide first-level support and troubleshooting for end users. Responsibilities include resolving hardware, software, and application issues, escalating complex problems to Level 2 engineers, and maintaining accurate documentation. Ideal candidates should possess strong problem-solving skills and a commitment to improving service delivery.

Responsibilities

• Provide first level support for end users, including troubleshooting and resolving hardware, software, and application issues.
• Work closely with backend Level 2 engineers to escalate and coordinate resolution of systems, storage, network, and security incidents.
• Monitor service requests and incidents to ensure timely resolution.
• Coordinate with vendors and service providers to maintain service continuity.
• Support user lifecycle processes at client site, including account setup and access provisioning.
• Maintain accurate service documentation and knowledge base articles.
• Assist in continual service improvement initiatives.

Job description

Responsibilities

• Provide first level support for end users, including troubleshooting and resolving hardware, software, and application issues.
• Work closely with backend Level 2 engineers to escalate and coordinate resolution of systems, storage, network, and security incidents affecting operations.
• Monitor service requests and incidents to ensure timely resolution in line with agreed service levels for the account.
• Coordinate with vendors and service providers to maintain service continuity and resolve escalated technical issues.
• Support user lifecycle processes at client site, including account setup, access provisioning, and equipment preparation.
• Maintain accurate service documentation, knowledge base articles, and user guides relevant to the client environment.
• Assist in continual service improvement initiatives and identify recurring issues to enhance efficiency and user experience for users.