Msc (Managed Service Center) Analyst
4 weeks ago
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 enterprise-level 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 event-driven 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 on-site) 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**: RM3,500.00 - 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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