Service Quality Analyst

4 weeks ago


Malaysia Agensi Pekerjaan Asia Recruit Sdn Bhd Full time

Seeking a Service Quality Analyst to oversee end-to-end delivery of services, ensuring quality, efficiency, and stakeholder satisfaction.

Job Description

Point of escalation for infrastructure-related incidents and respond accordingly.
Plan and coordinate activities for incident management, change requests, and reporting.
Log detailed incident information and maintain comprehensive documentation.
Collaborate with cross-functional teams to ensure effective incident resolution.
Analyze incidents to identify root causes and contribute to post-incident reviews.
Provide feedback on incident management processes and suggest improvements.
Offer training to technical support teams to prevent recurring incidents.
Adhere to service level agreements for incident response and resolution.
Prepare regular reports on service quality metrics and performance.
Identify and manage risks associated with service quality and delivery.

Requirements:

  • Degree in Computer Science or IT
  • Minimum 4 years of experience in managing IT service delivery
  • Good operational experience with ITIL best practices
  • Excellent MS Office Suite skills for management reporting
  • Basic understanding of database, operating systems, and network systems
  • Experience in engaging cross-functional teams
  • Strong customer focus and commitment to delivery of quality services
  • Good time management and attention to detail
  • Strong investigative and problem-solving skills


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