Project Description:
Experience in Service Desk Management and Voice Support with strong communication skills
Monitor the events or alerts on monitoring tools, perform initial investigation, and raise with the Support team.
Requirements:
- Excellent customer service skills with a high level of focus on quality
- First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person.
- Monitor IT infrastructure and applications using tools like CTLM, Centreon, Zabbix, and ITSM platforms (ServiceNow, SMAX).
- Handle incidents, alerts, and requests via ticketing tools, providing first-line fixes or escalating to L2/L3 as needed.
- Log and document incidents, generate reports, and track recurring issues to identify trends and potential problems.
- Maintain ITIL-compliant procedures and update service documents, SOPs, and KB articles.
- Develop dashboards for uptime, availability, and utilization metrics for infrastructure and applications.
- Collaborate with the monitoring team, manage shifts, and provide training and documentation support.
- Maintain and Update Service Documents and SOP.
- Responsible for identifying potential problems and/or trends of repetitive Incidents
- Preferred experience in cloud environments (OCI, Azure) and certifications relevant to IT operations and monitoring.
Mandatory Skills:
- Good knowledge on Service Desk with written and oral communication skills.
- Experience with monitoring tools like Zabbix, SolarWinds, Centreon, CTLM and Nagios.
- Expertise in Excel reporting, PowerPoint, and SOP documentation.
- Ability to handle incidents, escalate issues, and ensure end-to-end resolution.
Total Experience Expected: 01-02 years
