Ast (Application Service Team) Specialist

1 week ago


Cyberjaya, Malaysia Nibaara Technologies Pte Ltd Full time

Job descriptions:

- First point of contact to respond to issues and queries from Business Users and to provide solutions based on existing catalog/ knowledge base.
- Responsible for interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.
- Responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately adhere to Incident Problem Crisis (IPC) Process.
- Perform investigation and diagnosis of incidents with references to existing knowledgebase / problem management database / list of known errors.
- Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
- Highlight and escalate recurring Incidents which are similar in nature and looking for permanent fix under Problem Management.
- Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
- Escalate Major Incidents to Application Service Team Lead & Manager.
- Escalate and highlight Incidents that are at risk of breaching SLA to Application Service Team Lead.
- Closely follow up with outstanding Incidents and Service Requests up till closure and ensure that users are informed about their ticket status.
- Provide support to Team Lead, Manager & Senior Manager when necessary.
- Managed Vendor service such as IR/SR ticket handling, resolution & overall BAU service delivery.

Job requirements:

- Bachelor’s degree in IT, Accounting, or other relevant discipline.
- Working experience in SAP CONCUR and/or SAP ARIBA is preferable.
- Experience using ITSM tools (i.e. Ticketing Tools) is an added advantage such as JIRA, SNOW & Solution Manager.
- Familiar with SLA Reporting and KPI Dashboard.
- Ability to diagnose and resolve basic technical issues.
- Ability to deal with fast-paced and handle stressful situations.
- Possess good analytical, communication, presentation, and soft skills.
- Good understanding of computer systems with working knowledge of office automation software i.e. Microsoft Office, Excel.
- Strong skills in time management, planning and organizing.
- Resourceful, independent and result oriented.
- Proactive.
- Generate SLA reports from different ticketing tools.
- Able to speak and write in English (Mandarin, Cantonese or Malay will be added advantage)

**Salary**: RM8,000.00 - RM12,000.00 per month

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Cyberjaya: Reliably commute or planning to relocate before starting work (required)



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