This job is as an Associate Executive in XOC Operations. You might like this job because you'll be the first point of contact for technical issues, ensuring IT support services meet customer satisfaction by working closely with internal and external teams. Working 12-hour shifts and complying with operational procedures are key aspects of this role.
RM 2800 - RM 3500
Full-Time
few hours ago
Job DescriptionJob Family / Department: eXpert Operation Center (XOC) / Technical
Reporting: Supervisor, XOC Operations
Functions/Responsibilities:
Part of the Managed Services team as a Service Desk & Monitoring. Your responsibilities include technical administration and first point of contact for Net One Asia Group Maintenance Customers.
You are expected to work with our client & internal teams to ensure IT Support Services are delivered based on the agreed service level definition, much to the satisfaction of both customers & company.
Managing a customer's expectation is part of your job scope, which requires you to work closely with external & internal team members.
To monitor the data centre and act as a primary responder to address various system alerts coming into Customer & Datacenter.
Work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics.
To perform remote maintenance tasks ensuring "uptime" and providing Fault handling and escalation (identifying and responding to faults including liaising with 3rd party suppliers, handling escalation through to resolution).
Resolve an issue using standard practice, procedure, and workflow processes.
Participate in routine/regular operation meetings and discussions as part of the service improvement plan.
Able to work 12-hour shifts as part of the 24/7 shift rotation.
Comply with XOC operations procedures and processes for the respective services!
Assists team (standby duty) with other duties required to operate the support centre smoothly.
Job RequirementsPerformance Requirements:
Ability to prioritize effectively and work with a sense of urgency.
Ability to work independently with a significant "attention to detail."
Fast learner and ability to work under minimal supervision.
A team player who effectively communicates with teammates and superiors.
Technology Competencies and Experience Requirements:
Familiarity with customer services, service desk operation and monitoring software is an added advantage.
Have the general knowledge of Information technology (IT) or process knowledge and related components to ensure quality in the Operation Center.
Fresh graduate is encouraged to apply.
Education or Certification:
Minimum a Diploma in IT / Computer Studies or equivalent.
Good Spoken & Writing Proficiency in English.
SkillsCustomer Service Desk
IT Service Management
IT Infrastructure
Tier 1 Technical Support
Information Technology
Company BenefitsUnlimited Free Flow Sky Juice:Of course we have coffee, soft drinks, packed drink and snacks for your refreshment.
Upskill:Learning and Development Opportunities for our team members.
Medical & Insurance:We care a lot for our employee's-- Outpatient- Hospitalization with Term Life- Dental- Check up.
Additional InfoCompany Activity:Last active - few minutes ago
Experience Level:#NoExperienceNeeded
Job Specialisation:System & IT Helpdesk / Database Administrator
Company ProfileNet One Asia Sdn Bhd:Net One Asia - with more than 30 years long spanning history, Asiasoft was founded in 1986 and expanded into the region in the early 2012 and 2013, to establish Scalenow Malaysia and Indonesia. In year 2019, we have rebranded Asiasoft and Scalenow to Net One Asia to strengthen the corporate identity in the region.#J-18808-Ljbffr