Overview

• Salary

  5,100 MYR ~ 6,100 MYR

• Industry

  Publishing/Printing/Advertising/Broadcasting

• Job Description

  Background
  This is an exciting time to join dentsu International as we focus on becoming a 100% digital economy business by 2020 through content, media and commerce. We are well placed to build capability, scale and sustainable growth as a high-performance business. Our strategy is driven by our unique culture with one vision (to innovate the way brands are built), one set of values and a unique operating model which
  drives collaboration, client focus and attention.
  
  Role Overview
  dentsu international are about to embark upon many exciting changes to our target operating model. As a Service Desk Team Analyst in our Kuala Lumpur office you will support the operational execution of the Global Service Desk to ensure dentsu International provides exceptional Customer Service.
  Working with market leading ITSM Service Management tools you will be part of the Global Service Desk
  that support Asia, India, Australia and New Zealand.
  Supporting the latest technologies within a customer centric environment that provides exceptional customer satisfaction, the Global Service Desk provides a digital gateway into service support, providing a high level of first time fixes to our internal staff.
  You will also contribute to the ongoing project to become Service Desk Institute 4* Business Led Certified Service Desk, ISO2000 Certified and an industry award winning team by 2021
  
  Responsibilities
  • Support all channels of engagement – phone, chat, virtual agent, self-serve, email
  • Initiate the procedure for handling detected incidents. Includes recording details of the incident covering symptoms, diagnostic data, information about the related Configuration Item (CI). Assists in the investigation of problems and other requests for support. Monitors progress of requests for support and keeps users abreast accordingly for support.
  • Provides effective interface with users, ensuring all diagnostic information is provided for error resolution and incident analysis. Includes making initial diagnosis of any problems and advises on known solutions, where applicable, providing information on updates, known errors, changes in availability. Maintains/ update incidents records throughout the incident life cycle.
  • Monitors application systems or modules for which the Service Desk are responsible for. Notes problems and identifies performance trends with assistance from more senior colleagues where necessary. Assists in taking the corrective action to improve performance and to avoid recurrence of the same problems.
  • Responds to requests for assistance by providing information to enable callers to solve simple and routine issues. Maintains accurate log entries of contact with resolution details and follow-up information. Allocates unresolved calls as appropriate in accordance with established escalation procedures. Maintains related logs and advises users of actions taken.
  • Provides advice to users on systems, products and services which are available to them and provides information on updates, known errors, changes in availability, new facilities etc to assists users in making more effective use of desk-top systems, products and services.
  • Escalate Major Incidents to the team leads and Service Desk Manager, ensuring communication to other team members is delivered in a timely manner
  • Deliver service against quality assurance measures providing accurate and consistent service delivery
  • Support the Kuala Lumpur and Manchester Service Desk team leads to promote, champion and drive the use of ITIL best practices ensuring the delivery of excellent customer service within the global service desk function
  • Support the development and maintenance of the service desk support tools, to meet Customer and IT Services needs
  • Support both positive and negative customer satisfaction results, providing our customers with a timely response
  • Be part of a global team who inputs and reviews the Service Desk Knowledge base that enables all Service Desk Analysts to follow documented process and procedures
  • Train, support and mentor other member of the team, and provide training to new starters as per the service induction programme