Senior Executive - Service Desk - Ampang Jaya
Courts (Malaysia) Sdn Bhd Ampang Jaya Full-time
University Degree.
- 3 to 5 years of experience in ITIL and service desk support
- Ability to provide extended support during business hours
- Well experience in Google Workspace and Microsoft O 365
- Knowledge in Navision ERP system, or Business Central will be added advantage
- Overall management of Service Desk performance to ensure service levels and customer satisfaction are achieved or exceeded.
- Responsible for timely resolution of incidents and requests submitted to the Service Desk.
- Generate periodic reports and performance dashboards to be presented to the ICS team in order to improve quality of service.
- Ensure that repeated incidents are identified and rectified through problem and change management procedures.
- Train, coach, and mentor Service Desk Analysts / Engineers.
- Work closely with peers from Level 2 support and/or vendors to ensure timely resolution of reported issues.
- Ensure timely escalation of issues when necessary and work closely with Level 2 support and/or vendors to troubleshoot and resolve issues as per Service Level Agreements.
- Ensure smooth handover of open ICS Service Desk incidents and service requests during shift changes so that these tasks can be followed up and completed in the subsequent support period.
- Conduct regular meetings with the Service Desk team to discuss pressing issues and share the latest updates and any changes to current processes.
- Administer and maintain the availability of Support Works (Service Desk system).
- Flexible and able to undertake any other assignments assigned by Head of ICS from time to time.
- Annual Leave
- EPF
- SOCSO
AirAsia XKuala Lumpur, 8 km from Ampang Jaya
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