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| 내용 | We are looking for a person for the position of Service Desk Analyst. - Minimum 2 years of working experience in IT industry. - Will based in Malaysia Dimension Data office - Fluent in both Korean & English specking Job Descriptions Dimension Data is simply a great place to work. More than 14 000 employees on 6 continents will testify to this. We are also a successful company. Business Week agrees - they rated us as number 21 of the 100 strongest growth companies in the IT sector. We have won more global CISCO, Microsoft, Tandberg and Bluecoat awards than any other company in the world. Impressive - dont you agree? To keep us ahead of the game we need a Service Desk Analyst right away! In this exciting role, you primarily responsible for the configuration, support and on-going maintenance of ITSM data & process automation that underpins the services we deliver to internal business units and external clients. The role will provide technical leadership in defining our service capability and will be involved in the design of monitoring and reporting processes, following the Global Services Operating Architecture (GSOA). What we will expect you to do: The Service Desk Agent is responsible for providing a single point of contact for the Client’s users to report problems and assist to raise service requests. Key focus areas for the Service Desk Agent includes: ● Call Handling; ● Incident Management; and ● Client/ User Satisfaction The Service Desk Agent ensures that the Client’s users calls and requests (via phone, email or service portal) are received, handled, recorded, followed up and properly handed over to the subsequent shift with updates. The Service Desk Agent owns the incidents until closure and updates incident reporters or service requesters based on an agreed interval to ensure they are informed on the latest status. Call Handling ● Answer/ Pick up phone calls within the stipulated time frame ● Ensure Call Grade of Service (GoS) is achieved within the service levels Incident Management ● Responsible and accountable for Incident Management process: ○ Identify and log incidents ○ Categorise incidents (incidents or service requests) ○ Prioritise incidents (normal or major incident) ○ Perform initial diagnosis ○ Perform functional escalation to appropriate resolver group including 3rd party suppliers/ next level internal or external support group ○ Perform hierarchical escalation to Client’s management and internal service delivery management ○ Obtain periodic updates from the resolver group and constantly keep users/ requestors informed on the progress of incident resolution, notification of outages and agreed changes ○ Manage day-to-day client interaction and expectations, clearly articulates ideas and thoughts verbally or through mail ○ Obtain approval from users/ requestors to close the incidents upon resolution ○ Update and close incidents ● Own the incidents from the beginning until closure ● Provide Service Desk statistics reports on monthly basis or ad-hoc upon Client’s request or for the purpose of Major Incident Review ● Maintain optimum level and quality of service delivery, safe and reliable operations to meet Clients’ requirements ● Ensure all service levels, key performance indicators, and call GoS are monitored, measurable, reported, reviewed and analyzed Client/ User Satisfaction Survey ● Conduct Client Satisfaction Survey on an agreed interval to constantly improve Service Desk service and achieve ultimate client satisfaction ● Provide recommendations on the improvement of overall client/ user satisfaction Heres what we are looking for in candidates for this job: ● A Diploma/ Degree in Computer studies or equivalent with at least 2 to 4 years of experience in an IT Service Desk/Support environment ● Good knowledge and experience in the area of Service Desk tools – Service-now, BMC, CA, etc ● General knowledge and experience in the area of ● End User Computing hardware, for e.g. PC, laptop, printers, IP phones ● Mobile devices use and email, for e.g. Blackberry, iPhone, iPad ● Software, for e.g. Windows Client operating system, MS Office applications (Word, Excel, PowerPoint, Access), Email (Outlook, IBM/Lotus Notes), Antivirus ● User ID unlock, password reset for Windows and other common applications ● Basic troubleshooting of LAN network / Wireless connectivity ● Remote assistance and support via tools such as Windows Remote Desktop, VNC, Citrix GotoAssist, LANDesk ● IT Service Management - ITIL Foundation Certificate Skills and Capabilities: ● Good phone etiquettes and client service soft skills ● Able to communicate clearly and effectively across all levels ● Very client-focused and ability to empathize with clients needs and instill confidence that their issue will be dealt with efficiently and effectively ● Proactive, positive personality with a "can-do" attitude ● Excellent C Service attitude and good communication skills and excellent listening and problem-solving skills ● Take initiative to go the extra miles to get things done ● Flexible and able to adjust to the fast-paced IT environment and user requirements If you are at the top of your game and would relish the opportunity that this job offers, dont delay. Apply now! Contact details Jaramie Gannaban, Talent Acquistion Consultant in Dimension Data APAC jaramie.gannaban@Dimensiondata.com DID: +6564293905 (English Speaking pls) You can send your CV to the email address above. |
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