Service Desk Analyst | Kuala Lumpur, My

Details of the offer

If you are looking to excel and make a difference, take a closer look at us...This role is engaged through third party contractor.Service Desk FrontendManages the expectations of the services scope of works.
Performs services with a high degree of commitment and timeliness in meeting established performance standards and customer satisfaction.
Acts as a primary contact for each log received on an end-to-end basis.
Receives, accepts, and logs a new ticket for reported IT Incidents and IT Service Requests in a timely manner.
Provides first level support to attempt first call resolution without the need to escalate to the next support level.
Ensures data accuracy and completeness of the log description with supporting evidence (if any) when logging or escalating tickets.
Performs case follow-ups with relevant Support Teams until point of resolution.
Performs warranty checks followed by issuance of Part Sales Work Authorization to End Users daily based on incoming case requests received by Service Desk/Engineers operation team.
Receives Part Sales PO's via Procurement portal then authorizes for part order/allocation.
Obtains completeness of the PO deliverables from Engineers/respective sections in-charge of the Service Report forms/DO which is already complete with customer stamp, cost center, and other details.
Uploads supporting documents of the deliverables into the Bank's procurement portal to obtain approval prior to billing.Service Desk Backend
Manages the assignment of the incoming load of calls, emails, and cases in queue ensuring deliverables are archived within the stipulated service levels.
Guides and coaches the Agents.
Monitors the aging queues.
Acts as primary liaison for high severity IT Incidents.
Prepares relative reports on a daily basis.
Oversees the entire operations ensuring resource availability and quality measures are always being adhered to.
Analyzes the top trending by category, highlighting to relative SME's and prepares support guidelines for common issues for Known Errors Database (KEDB).
Primary support in analyzing or sourcing methods to reduce incoming loads by preparing easy self-service guides, knowledge documents, and maintains records in Knowledge Management database (KMDB).
Prepares reports periodically.About Hong Leong BankWe are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.We seek to strike a balance between diversity, inclusion, and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our "Digital at the Core" ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations, and grow talent from within our organisation.Realise your full potential at Hong Leong Bank by applying now.
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Nominal Salary: To be agreed

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