Position : Service Desk Expert 

Work Location : Menara

Preference : Malaysians

Scope of Work

Manages resources and workload effectively (including performance reviews, personal

development plans, and absence management)

Owns and accepts personal responsibility for customer problems, champions customer

issues to resolution ,Builds and enhance client strong relationships

Technical Capability. Works within a team as an established systems/product specialist

(e.g. detailed knowledge of the configuration of interlinked systems, implementing

technical changes, building software regimes and contributing technically to service

development) to support end users.

Process. Follows established processes, releasing to the change control process verified,

validated and documented enhancements to eliminate problems and proactively develop

the service.

Service Level. Recognizes opportunities to improve performance against Service Level.

Acts as a point of escalation for agents to resolve service delivery issues. Monitors

performance through statistical reporting and analysis.

Project Work. Works within the team or under guidance from the project manager with

implementation of technical designs to meet service delivery requirements within own

area of responsibility.

Problem Solving. Takes ownership in obtaining the information, evidence and data

required to diagnose and resolve more complex problems (both new and known),

Escalates or gains support where appropriate. Proactively analyzes, trends and reports on

information (e.g. on performance service levels) in a timely manner to resolve problems,

maintain and enhance service.

Team Working. Trains and coaches members of the team to provide knowledge,

assistance and advice. Works in a problem solving team to resolve service issues. May

have team leader responsibilities and duties.

Business Awareness knows how issues impact the delivery of service. Recognizes and

reports opportunities to team manager and other relevant parties for additional business.

Requirements

Minimum 3 year of experience, more is an added advantage. Showcase good

interpersonal skills for customer relations

 Reporting

 ITIL Foundation Certificate in Service Management or v3 equivalent.

 Ability to work under pressure

 Must be knowledgeable about service desk system and IT tools

 Must have good judgment in handling serious customer problems.

 Skills in developing individuals, teams and the business

 Leadership skills

• Communication
• IT Admin
• ITIL
• Service Desk Analyst