Job Description
Purpose
IDEMIA is looking for
Service Desk Agents to work with us at Changi Airport, with a great team with lots of potential for learning and growing.
Key Missions
- Round the clock management of all incoming calls, emails and other approved channels providing response to customer, tracking and follow up
- Round the clock monitoring of system status and alerts ensuring all abnormalities and alerts are investigated and escalated
- End to end ticket management from creation till closure respecting SLA or SLO requirements and escalating in event of potential breaches
- Perform impact assessment based on questionnaire and accord handling based on assessed impact level
- Perform first level triage based on documented SOPs and escalate in accordance with escalation matrix
- Document ticket updates and ensure proper communication or reporting to customers on ticket progress
- Report generation
Profile & Other Information
- Excellent communication skill and fluent in English both written and spoken
- Ability to maintain professional disposition and meticulous work under challenging conditions
- Team player with ability to work solo and unsupervised
- Possess acute situational awareness
- 1 - 2 years of IT Ops management with direct customer management experience
- 1 - 2 years of remote IT support experience
- Cloud administration knowledge is a plus
- ITIL knowledge or certification is a plus
- Must be able to work on 12-hour shifts for 24/7 environment and be on standby when required
- Must be able to work at Changi Airport
