Service Desk Analyst

Talent Search Pte Ltd; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

A data center support company in Singapore is seeking a Network Operations Specialist to monitor global data centre operations and provide tier 1 support. The ideal candidate will have a Diploma or Degree in IT, experience in IT networks, and strong customer service skills. A focus on effective communication and problem-solving in a fast-paced environment is essential.

Qualifications

• Experience in a 24/7 Network Operations Center or Contact Center environment.
• Strong written and verbal communication skills.

Responsibilities

• Monitor network and infrastructure operations of 24/7 data centres globally.
• Deliver tier 1 support and escalate incidents.
• Document incidents and ensure customer SLAs are met.

Skills

Network operations monitoring

Customer interfacing skills

Troubleshooting

Prioritization

Education

Diploma or Degree in IT

Job description

Monitor network and infrastructure operations of 24/7 data centres globally

Deliver tier 1 support, trouble issues and escalate incidents for internal and external stakeholders

Participate in weekly on-call with Global Command Centre

Provide assistance to customers - logging unfamiliar issues, owning resolution efforts and escalating

Receive, triage and respond to incoming phone calls, email and portal tickets

Detect and analyze alarms to perform basic fault isolation and troubleshooting

Publish incident report and advisory notifications for all stakeholders at site or regionally

Meet KPIs and service level commitment

Collaborate with Tier II, Tier III, and management for urgent or high-priority cases.

Document incidents, maintenance, and problem details in real-time.

Ensure customer SLAs are consistently met.

Requirement

Diploma or Degree in IT

Experience working in a 24/7 Network Operations Center, Contact Center, or equivalent environment with IT background

Knowledge of IT (network & infrastructure)

Customer interfacing (over phone) skills, able to articulate and strong written and verbal communication skills

Ability to multi-task and effectively prioritize responsibilities.