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- Log and manage incidents & service requests through email and service management tool.
- Ensure sufficient details are inputted/attached in the tickets.
- Laise with requester and resolver groups until the ticket closure.
- Good knowledge and understanding on service level management.
- Knowledge on BMC Remedyforce service management tool.
- Provide L1 support for the service requests.
- Should be able to work in rotational shift to support 24/7 operation.
- Additional hours support may required for this role subject to the operational needs and overtime allowance will be paid for the additional hours.
- Minimum 3 year experience in IT Helpdesk/Technical support role.
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