IT Queue Coordinator

**Position: Queue Coordinator**
**Department: FSI Team**
**Job Type Duration: 12-months Renewable Contract >>> PERM**
**Location: Dataran Hamodal, Petaling Jaya (LRT Asia Jaya)**
**Salary: RM 2,200 - RM 2,800**

**Working Days: Mon - Fri, Public Holidays as per the Selangor Government Calendar**

**Working Hours: Shift 1: 8:00 am to 5:00 pm**
**Shift 2: 9:00 am to 6:00 pm**

**Requirements**:

- Diploma, bachelor’s degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent
- Minimum 1-2-year relevant experience
- Required Skills: Well verse in MS Office - Excel, Words and PowerPoint

**Roles & Responsibilities**:

- Validate incoming tickets to ensure completeness and accuracy; perform sanity checks by verifying SLA, and high-level work instructions.
- Monitor Field Service Management Systems for new tickets and accept requests in a timely manner.
- Strive to eliminate resource idle time by assigning work orders in a timely manner (based on swing rules, complexity, and availability)
- Monitor the ticket queue to ensure work orders are on target; co-ordinate with requester if reschedule on site date is required based on downtime change.
- Receive and respond to all requester status requests and\or questions regarding work orders in a timely manner.
- Host daily service review to provide status updates and notification for any outstanding tickets.
- Ensure employee have work assignments and work is properly balanced; given a dynamically changing environment, re-route assignments as necessary (based on swing rules where possible)
- Provide updates to Field Service Manager\Field Service Supervisor\Team Lead and Management where applicable.
- Notify Field Service Manager/Field Service Supervisor/Team Lead of any customer escalations or potential escalations in a timely manner.
- Act as first point of contact for all customer requests and respond to any questions\inquiries in a timely manner.
- Respond to Field Service Manager/Field Service Supervisor/Team Lead, Management employee questions
equests in a timely manner.

**Job Types**: Contract, Fresh graduate

Pay: RM2,200.00 - RM2,800.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- Overtime pay
- Performance bonus

Application Question(s):

- What is your Notice period?
- Can you start immediately?

**Education**:

- STM/STPM (required)