Manage a team of 7 service desk members to support the service desk 24x7
Manage the Service desk team to perform monitoring using tools such as SolarWinds and SCOM
Take calls from client users, log tickets and action resolve the ticket or triage the ticket to relevant support team
Escalate to relevant team as outlined in the SOP for priority tickets including P1 and P2 tickets
Send communication to business users as required
Work closely with track leads and delivery manager and ensure all assigned tickets addressed and processed as per agreed SLA
Support, mentor and manage the team to deliver key KPI including first call resolution target as agreed on the agreements including
24x7 monitoring of all alerts from the servers and devices hosted in the Data centre
Validating the alerts, discard false alerts and assign valid alerts to respective technology support track
Follow-up with the relevant technology track team and ensure open items are closed on time
Raise incident tickets in the ticketing tool based on alerts, threshold breach and other communication from relevant team member
Make calls to relevant technical team if the tickets are not acknowledged and actioned within the agreed SLA period and escalate to relevant authority if observed no action is taken by the relevant team
Raise service requests in the ticketing tool as may be requested by relevant team member
Assist in preparation of Daily, Weekly and monthly reports
Preparing Daily, Weekly & Monthly reports
Maintain a false alert registry and get relevant technology team to update/modify/disable alert configurations that are generating false alerts
Send out incident dump report on a daily basis to all relevant support team members
Attend daily call with all support team members
Prepare outstanding Incident and Service Request reports for the daily call.
Initiate the bridge call if any P1 or P2 issues.
Experience Must Have:
5 to 7 years of experience in Service desk/Network monitoring (NOC) centre
ITIL V3 foundation certification / Knowledge
Good communication voice and writing skills in English
Outstanding communication/presentation/Voice/writing in English
Diploma or Graduate in IT discipline
Job Types: Full time, Permanent
Salary: $60,000.00 - $80,000.00 per year
Schedule:
8 hour shift
Work Authorisation:
Australia (required)