The Service Desk is responsible for:
Provide single point of contact for incidents, service requests and escalations.
- Daily checks on equipment mounted in data centre racks.
- Manage equipment movement and handle the portable media storage for off-site storage.
- Daily monitoring of status and follow-up with relevant parties accordingly.
- Ensure smooth operation of the existing systems.
- Liaise with L1 and L2 Engineers on issues and service requests.
- Liaise with customers by means of ticketing system / emails / phone calls / walk-ins.. Report system incidents/problem and abnormalities.
- Liaise with Incident Manager on resolving incidents according to SLA.
- Adhere to service level agreement for response time and turnaround time for Service Request / Incidents.
- Manage and maintain 2FA tokens.
- Able to work shift including weekends and public holidays.
