Executive Service Desk

JOB PURPOSE

Join our ICT team as an Executive, Service Desk and help deliver responsive, reliable support to MISC Group users. This role focuses on incident resolution, service desk operations, knowledge management, user awareness and ICT project support.

PRINCIPAL ACCOUNTABILITIES

• Provide first-level ICT support, escalate unresolved incidents and track progress to minimise business disruption.
• Support continuous service desk operations and respond effectively to user issues and requests.
• Maintain and improve the Service Desk Knowledge Database for recurring issues.
• Conduct ICT best-practice and usage-awareness programmes.
• Support reviews and enforcement of ICT policies, security, disaster recovery and safety requirements.
• Coordinate technical and logistical project activities with vendors, peers and business teams, including user training after implementation.

EXPERIENCE & REQUIREMENT

• Bachelor’s degree in Information and Communication Technology or equivalent.
• 7 to 10 years of relevant experience in service desk or customer service support and project management.
• Working knowledge of ICT incident and problem management, service facilities, service-level management and project management.
• Strong issue-resolution, coordination and relationship-building skills.

SKILLS

7 to 10 years of relevant experience in service desk or customer service support and project management, Working knowledge of ICT incident and problem management, service facilities, service-level management and project management, Strong issue-resolution, coordination and relationship-building skills.