Tl, Helpdesk

Working Hour
- Regular Hours
- Monday - Friday- Business Area
- Operations- Location
- Malaysia - Kuala Lumpur- Description

**Primary Objective**:

- Monitor & ensure all HelpDesk requests are promptly attended as per SLA
- Prepare HelpDesk management reports and analysis of the data captured
- To review and improve process automation. To improvise the process and look into automation

To assist Repair and Maintenance (R&M) team in managing repairs and maintainences at branches network

**Key Responsibilities**:
Monitor & ensure all HelpDesk requests are promptly attended as per SLA

a. Monitor day to day activities of Helpdesk ticket login
b. Evaluate proposal by vendors especially for non-catalogue items
c. Cost review and evaluate potential cost savings areas
d. To work with R&M team to catalogue non-catalogue items requests (if any) for cost savings and timely process
e. To review weekly report and track TAT and no. of tickers issue
f. Tracking and monitoring of budget drawdown related to Helpdesk system

Prepare Helpdesk reports

a. Prepare weekly report on HelpDesk status and tracking
b. Prepare monthly report on HelpDesk TAT and Productivity to Head of GPA for GMC report submission

To review and improve process automation
a. To review and improve process for easy analysis and improve TAT
b. To review process documentation to ensure that it is documented in compliance with audit and regulatory requirements.

Repair & Maintenace

a. To assist Repair & Maintenance team in following up with businesses and vendors

b._ M_aintain timely delivery of services for repairs & maintenance of Bank branches & Group Subsidiaries Branches according to the agreed timeline without compromising on quality & cost effectiveness.Coaching and Development

a. To coach and mentor team members including career development and provide backup support as and when need.
b. To conduct regular assessments and share results with team members for improvement
c. To monitor team performance and conduct performance evaluation
- Requirements

**Requirements**:
Bachelor Degree - Any related field(s).
5 years working experience with Degree, with knowledge of Accounting or Finance
- Strong planning skills and analytical
- Initiative driven and team player
- Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards