Msc (Managed Service Center) Analyst

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Hexa Business Full time

Job Role :
MSC Analyst

Type :
Contract (12 months renewable)

Location :
Kuala Lumpur

Responsibilities:

  • Participate as a team member in the coordination and scheduling for all customer activities that require onsite resources or remote support for the delivery of services provided by Global Convergence, Inc.
  • Responsible for enterpriselevel customer ticketing and ownership.
  • Be flexible to adapt to the changing requirements of our different customers and provide Call gc Handling, Service Coordination, Logistics Support, and either remote or onsite resource coordination.
  • Must have the ability to follow defined procedures and escalation paths for service delivery with regards to an eventdriven environment.
  • Shall be responsible for the observance of deadlines outlined by contracts.
  • Provide complete ownership of any vendor/manufacturer issues impacting service delivery or customer experience worldwide. This responsibility begins with the initial investigation and identification process and continues through the final resolution. Attention to detail is critical.
  • Responsible for the identification and coordination of technical impact to all entities from monitoring systems or customer contact.
  • Basic understanding of monitoring platforms.
  • This function will be responsible for logging customer's calls and tickets, dispatching the tickets to the appropriate teams (remote or onsite) for resolution, updating and closing the tickets in the ticketing system as per the procedures in place.
  • Verify if the ticket type and priority has been correctly selected in the ticketing system and adjust it accordingly (with customer's permission when required)
  • Make sure deadlines outlined by contracts are met and take measures when there are risk deadlines are not met
  • Work with customers to clarify Service requirements when needed

Requirements:

  • Must possess the ability to solve technical problems at a high level and strong analytical skills.
  • Must have and display excellent verbal and written communication skills.
  • Working knowledge of MS Office Suite, Sharepoint.
  • Demonstrated capacity to learn new services.
  • This position requires a Bachelor's degree or the equivalent and 2 4 years of applicable experience.
  • Customer Relationship Management experience required

Job Type:
Contract

Contract length: 12 months

Salary:
RM3, RM5,200.00 per month

Benefits:

  • Dental insurance
  • Health insurance

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

Education:

  • Bachelor's (preferred)


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