L1 Service Desk – Arrow Ops - National Capital Region - Thakral One

Paglalarawan

As an L1 Service Desk Analyst, you will provide first-level technical support by monitoring applications, infrastructure, and cloud environments, performing incident troubleshooting and triage, and ensuring timely escalation within defined Service Level Agreements (SLAs). You will play a key role in maintaining system availability and performance while coordinating with Level 2 and Level 3 support teams to deliver reliable client support.

What You'll Do and How You'll Succeed

• Monitor campaigns, infrastructure, and platform incidents to ensure system stability.
• Perform initial troubleshooting and escalate incidents within defined SLAs.
• Respond to access issues and service requests in line with client operations processes.
• Document, classify, prioritise, and assign incidents to the appropriate support teams.
• Initiate and escalate major incidents to the Service Delivery Manager when required.
• Take ownership of assigned support tickets and ensure SLA commitments are met.
• Coordinate with Level 2 and Level 3 teams on software installations, cloud-based operating systems, layered software packages, and databases.
• Monitor applications and infrastructure hosted in AWS, including capacity and utilisation, using defined monitoring tools.
• Conduct daily monitoring of servers, cloud, and applications to ensure availability and performance.
• Use software tools and logs to monitor network and system health and perform regular environment health checks.
• Collaborate with internal teams through defined processes to resolve client concerns.
• Ensure timely closure of support cases to prevent SLA breaches.
• Escalate issues to Level 2 or Level 3 support teams promptly to maintain SLA compliance.

We'd Love to Hear From You If...

Experience

• You have 2 to 4 years of relevant experience in IT support.
• You hold a bachelor's degree in Information Technologies, Computer Science, or a related field.
• You have at least 3 years' experience using a ticketing tool (ServiceNow experience is an advantage).

Technical Expertise

• You are familiar with AWS Cloud environments.
• You understand IT Service Level Agreements.
• You are familiar with ITIL practices, including Incident, Service Request, Problem, Change, and Capacity Management.

Ways of Working

• You are able to follow defined processes with precision.
• You demonstrate ownership in completing assigned tasks.
• You collaborate effectively with multiple support levels and teams.
• You maintain attention to detail in documentation and monitoring activities.

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Who We Are

Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence. We focus primarily around technology-driven consulting, adoption of value-added bespoke solutions, enabling enhanced decision support through data analytics, and embracing possibilities in the cloud. We are heavily inclined towards building capabilities collaboratively with clients and believe strongly in improving grounded and practical outcomes.

This approach is possible through our partnership with leading global technology providers and internal R&D teams. Our clients come from Financial Services, Banking, Telco, Government, Healthcare, and Consumer-oriented organisations.