IT Operations Specialist (Service Desk) JD 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 12 hours shift including weekends and public holidays.