Overview

• Salary

  4,000 MYR ~ 5,500 MYR

• Industry

  IT/Telecommunications

• Job Description

  - Ensure issue diagnosis and resolution according to SLA’s, work practices and procedures.
  - Understand and address impacts on Service Desk resourcing.
  - Managing all critical/high severity incidents
  - Conduct team meetings as required
  - Responsible for receiving and logging all inbound calls and emails via the respective ticketing system.
  - Provide immediate incident resolution or workaround to user.
  - Escalate incidents that are not solvable in Service Desk to the correct resolver group.
  - Ensure service request are escalated to the correct resolver group and prioritize problems
  – assign the proper category in the helpdesk system
  - Manage user expectation with timely follow up on pending incidents tickets.
  - Document problems - log all problems and inquiries in the helpdesk system, enter in the ticket detailed description of the problem
  - Build strong relationship with internal and external customer/business
  - Maintain knowledge base and other documentation
  - Contribute to problem management and root cause analysis