概述

• 薪资

  3,500 MYR ~ 6,000 MYR

• 产业类别

  Software/Information Processing, IT/Telecommunications

• 工作内容

  <Role Purpose>
  Service Desk Experts provide responsive, professional and competent technical 2nd line support of incidents. They influence and improve the quality of knowledge articles as well as support training activities within the desk environment. Role holders may (but not always) have some team leading and supervisory duties.
  
  <Key Accountabilities>
  - To provide a single point of contact for users.
  - Deals with management of both routine and non-routine incidents and requests.
  - Provision of first line support for incidents.
  - Takes ownership for listening to and understanding basic customer problems.
  - Asking relevant questions to resolve typically known problems within required timescales.
  - Knows when problems are ‘beyond them’ and escalates so they can be resolved.
  
  <Key Performance Indicators>
  - Feedback from Customers, Service Delivery Management, Team etc.
  - Technical Assessments (where applicable)
  - Proven track record of problem resolutions.
  - Evidence of sharing and re-use of knowledge.
  - Successful production of documentation.
  - Successful management and implementation of changes.
  - Improvement/ enhancements to service delivery.
  - Meets and improves service level requirements.
  - Successful management of escalations in a timely manner.
  - Meets project deadlines and costs within own area of responsibility.
  - Errors with workarounds or fixes provided in a timely manner.
  - Percentage of customer problems resolved within required timescales.
  - Improved first time/line fix.
  - Correct application of severity, impact and priority.
  - Up to date personal learning plan available.