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Technical Helpdesk - Incident Resolution Management (IRM)

RM 3,000 - RM 3,499 / month

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Requirements -Minimum 1 years experiences in service and process oriented environment. -Good Understanding of the related customer processes and work environment. -Good knowledge of and experience in using the relevant tools and procedures. -Knowledge in Banking and Retail industry preferred. -Experience in using MS Office products. -Basic ITIL skills Responsibility -Proactively notify nominated customer/s or Internal stakeholders of potential issues that will impact on service performance and regular update these clients on call/Ticket/case status. -Coordinating of the providers involved in the process on call level in cooperation with Supplier Manager. -Ticket Monitoring and Escalation Management. -Proactive open call monitoring to ensure the fulfillment of contracted SLA agreements, taking remedial action where tickets may go ‘out of contract’ without further attention, updating call history on the call management system, proactively updating customers about potential issues, answering requests on ticket status, etc. -Manage escalations of open tickets from customer or internal delivery units with support of involved delivery units if necessary. -Proactively inform Team Manager or Service Desk Operations Manager about potential problems and offer improvement suggestion if possible. Remunerations -RM 3000-RM3500* monthly (Basic) - Relevant working experienced -Allowances (Language, Shift, Parking, Dental & Optical, EPF/ SOCSO, etc…)* -Training will be provided Working hours -24/ 7 Rotational shift basis with 8 working hour daily -Morning / Afternoon / Midnight shift -5 work days / week (including Public Holiday) -2 days off / week Location -Plaza 33, No.1 Jalan Kemajuan, Seksyen 13, 46200 Petaling Jaya, Selangor (Nearby Asia Jaya LRT - 10 minute walking distance)