Job Description

Summary
You will be working with our client who specialises in the healthcare and technology space. You'll be responsible for providing comprehensive support to daily IT operations through effective management of service desk activities, ticketing systems, and incident handling. This position includes responsibilities such as compiling daily reports, managing and escalating email requests, coordinating with various technical towers, and maintaining accurate and timely updates across multiple platforms.
Responsibilities
Daily Statistics & Reporting:

• Gather and compile daily change statistics for Corin and Tower.
• Monitor and report on aging and outstanding S3 & S4 incident tickets (Tower).
• Prepare and follow up on daily ticket summaries for the Service Desk.
• Generate and share the daily Service Desk handover report.

Email Management:

• Act on and prioritize email escalations.
• Resolve and manage escalated issues in a timely manner.
• Respond to user queries and provide regular updates.
• Route issues to relevant towers and ensure proper follow-up.

Ticket Management:

• Create incident tickets based on email requests or HDC Alert chat notifications from the Incident Manager.
• Log emergency requests for high-urgency incidents.
• Escalate urgent server, network, and PAM issues to the appropriate teams or system duty engineers.
• Raise incident tickets as needed based on incident manager direction or email content.
• Process and create change requests, service requests, and incident tickets received via email or phone.
• Update and route SR, CR, and INC tickets accordingly.
• Manage Jira portal tasks and Service Desk dashboards.
• Assign cases to the appropriate teams and support ECAB review processes.

Call Handling:

• Provide support through landline, Skype, and Service Desk support phones.
• Escalate issues or create tickets as needed from calls.
• Assist users with form filling for CR and SR submissions.
• Offer Level 1 Jira usage support.

Reporting and Follow-Ups:

• Conduct daily change reviews and consolidate reports.
• Prepare weekly incident reports and monthly operations reports.
• Provide daily reminders for pending change, SR, and INC tickets.
• Support generation of GCIO and ad-hoc reports as required.

Communication & Documentation:

• Handle broadcast communications and announcements.
• Formulate and update SOPs, work instructions, and knowledge base articles.

Requirements

• Possess a Professional certificate/ NITEC/ Diploma in Engineering (Computer / Telecommunication), Computer science / Information Technology
• Prior experience in service desk environment and Data Center preferred.
• Experience in MS Windows environment and application support.
• Proficient in Microsoft Excel, PowerPoint and Word.
• Strong and analytical skills and ability to work independently.

Additional Information

• AM Shift: 8am to 5:30pm (Mon-Thur), 8am to 5pm (Fri)
• PM Shift: 12:30 to 10pm (Mon-Thur), 1pm to 10pm (Fri)
• Work Location: Changi (Nearest MRT Station: Tanah Merah)
• Shift allowances provided

If you are interested in this role and would like to discuss the opportunity further please click apply now or email Chew Kai-Xinn at for more information.Only shortlisted candidates will be responded to, therefore if you do not receive a reply within 14 days please accept this as notification that you have not been shortlisted.
Morgan McKinley Pte Ltd
Chew Kai-Xinn
EA Licence No: 11C5502
EAP Registration No: R2196712