IT Service Desk Analyst

** Shift Role

• Defines and deploys the IT-processes and tooling for request-, incident-, change and problem-management for the entire IT-function and aligns these processes with Operations and Product to aim for a consistent customer experience.
• Is the first point of contact for users to submit questions, request, and incidents by enabling an IT Service Management portal for self-service, supported by 7x24 Service Desk.
• Tries to solve questions, request, and incidents in the first line and, if not, dispatches it to other departments and oversee the quality and timeliness of the resolution.
• Defines and manages the major incident management process in case of a critical incident.

• Detailed knowledge of Windows, Office, Windows Servers, IOS and VMWare.
• Knowledge of ITIL Service Management
• Knowledge and experience with Service Management tooling.

1. Service Desk:

• Enable a 7x24 Service Desk around the globe.
• Intake of questions, requests, or incidents by phone or via the Service Portal.
• First line resolution to questions, request, or incidents if possible.
• Categorize questions, request, and incidents for prioritization of resolution.
• Dispatch of questions, requests, or incidents to the right department for further investigation and resolution.

1. Monitoring quality of service:

• Monitoring of timely resolution of questions, request, and incidents, also by other departments.
• Reach out to other departments if SLAs tend not to be met.
• Escalate to management on potential SLA-violations if need.
• Feedback to the requester on status and planned resolution.
• Provides dashboard to the solution groups and management on resolution performance.

Interested candidates, who wish to apply for the advertised position, please click on “Apply Now”. We regret that only shortlisted candidates will be notified.

PERSOLKELLY Singapore Pte Ltd • EA License No. 01C4394 • EA Registration No. R1875348 (Priyanka Tewari)

This is in partnership with Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to e2i’s PDPA.

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolkelly.com.sg/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy.