Overview

• Salary

  8,000 MYR ~ 10,000 MYR

• Industry

  IT/Telecommunications

• Job Description

  <Service Level Management>
  Performs defined tasks to monitor service delivery against service level agreements and
  maintains records of relevant information. Analyses service records against agreed service
  levels regularly to identify actions required to maintain or improve levels of service, and
  initiates or reports these actions.
  
  <Incident Management>
  Prioritises and diagnoses incidents according to agreed procedures. Investigates causes
  of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery,
  following resolution of incidents. Documents and closes resolved incidents according to
  agreed procedures.
  
  <Technical Specialism>
  Maintains an in-depth knowledge of specific specialisms, and provides expert advice
  regarding their application. Can supervise specialist consultancy. The specialism can be
  any aspect of information or communication technology, technique, method, product or
  application area.
  
  <Customer Service Support>
  Acts as the routine contact point, receiving and handling requests for support. Responds to
  a broad range of service requests for support by providing information to fulfill requests or
  enable resolution. Provides first line investigation and diagnosis and promptly allocates
  unresolved issues as appropriate. Assists with the development standards, and applies
  these to track, monitor, report, resolve or escalate issues. Contributes to creation of support
  documentation.
  
  <Learning Delivery:>
  Plans and schedules the delivery of learning activities, based on learning objectives.
  Manages the delivery of programmes of learning. Customises formal and informal learning
  activities, incorporating relevant business scenarios and case studies.
  Designs appropriate environments, and delivers learning activities to specialist audiences.
  Advises/coaches others in learning delivery techniques and options.
  
  <Quality Standards>
  Controls, updates and distributes new and revised quality standards, including technical
  changes.