The Service Desk is responsible for:

• Provide 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 and walk‑ins.
• Report system incidents, problems 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 and Incidents.
• Manage and maintain 2FA tokens.
• Able to work shift (12 hr shift) including weekends and public holidays.