Helpdesk Specialist – level 2 in Malaysia

Job Description:

Accountabilities:

Accountability 1: Customer services

  • Provision of second level for the investigation and resolution of reported incidents by phone, email and logged requests
  • Proper escalation of eligible issues to the Service Desk Manager, ensuring a full, clear and confirmed transfer of ownership
  • Creation, administration and removal of user access rights to approved services
  • Have an expert understanding of the SLAs and OLAs that apply to Service Desk, and meet or exceed them
  • Work efficiently as a part of global support team, developing mutually beneficial working relationships with all colleagues
  • Ensures work is performed within all processes, procedures, guidelines, Service Catalog and knowledge base information
  • Provide advice on the use of hardware, software and remote access
  • Provide effective license, asset and operational management for the software used across the organisation

Accountability 2:   Process Improvement

  • Work closely with the Service Desk Manager to improve efficiency of service desk processes
  • Provide system documentation according to the project development methodology
  • Collect data and report on service level metrics and KPIs
  • Perform user access audits as requested
  • As technology and processes change, constantly re-confirm rules of engagement and responsibilities between first level Service Desk, second level Service Desk and Site Services support roles
  • Providing support and guidance to first level support team members

Accountability 3:   IT Service Management – ITIL Framework

  • In accordance with the Global Information Technology ITIL strategy, be responsible for the following ITIL processes: Request Fulfilment; Incident Management; Problem Management
  • Perform ITIL Service Desk tool administration duties 

Accountability 4:   Business Partnering

  • Work with vendors to resolve second level technical problems with equipment and software
  • Manage customer expectations by effective communication
  • Deliver IT support aligned with the business needs
  • Able to work from 6.00AM – 3.00PM (Monday – Friday)
  • Retail IT experience is beneficial

Team Role (Individual contributor): 

  • Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g. audit) when appropriately trained to undertake these responsibilities
  • Contribute ideas on systems and process methods to improve deliverables
  • Work safely, complying with all safety procedures, rules and instructions; and reporting workplace hazards, incidents or injuries to manager

 

Job Requirements:

  • Strong technical background in MS Office 2010/2013/365, Active Directory, Windows 7 and Server products,
  • Networking troubleshooting skills, including TCP/IP, DHCP, Ethernet, Wifi
  • ITIL Service certification
  • At least 2 – 3 years of relevant IT Service Support experience
  • Experience as a senior support analyst
  • Able to convey information clearly and succinctly, and adapt style to meet users’ differing levels of IT knowledge and competence
  • Able to understand the needs and perspectives of others to enable delivery of solutions to meet customer needs
  • Strong customer oriented culture
  • Ability to operate effectively within structured frameworks, to deliver high quality work and accurate reporting on performance and service delivery
  • Attention to detail
  • Strong written & verbal English Skills 
  • At least 3 years of IT Service Support experience based on ITIL framework
  • Strong problem resolution skills
  • Knowledge of ITSM tools

Development Value of this role:

  • Development of knowledge and become a specialist of company ITSM tool
  • Opportunity to improve and acquire technical skills in new technologies
  • Working closely with Service Desk Manager to assist in the operational management of the Service Desk

 

Helpdesk Specialist – level 2 in MY

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