Account and Client Management Help Desk Specialist

2 weeks ago

Kuala Lumpur, Malaysia JP Associates IT recruitment Full time

**Job Duties**
- **Deliver high service level quality according to KPIs and SLAs** defined in the Service Partnership Agreements and all relevant productivity targets.
- Resolve all day-to-day related issues and inquiries raised by employees, internal and external parties.
- Use ServiceNow case management system to manage and close cases received according to the instructions and guidelines received.
- Ensure compliance to helpdesk and case management policies
- Perform all helpdesk and case management service support activities
- Review queries for all relevant process areas (supplier management, invoice issues, etc.)
- Monitor existing ticket queues, resolve and send resolutions to requestor where possible, escalate tickets and inform users on lead times according to set guidelines.
- Identify potential problems and/ or delays in resolution and notify internal/external customers or employees
- Escalate cases for exception handling as appropriate / defined.
- Establish, manage and grow relationships with both internal and external customers.
- Provide input to the continuous process improvement team, ensure that all process controls are operational, actively identifying control gaps and recommend possible solutions.
- Ensure compliance with GBS standard processes.
- Deliver input and insights regarding necessary updates of the Knowledge Database

**Qualifications**
- **2+ years of experience in help desk environment**.
- **At least 2 year experience in a service oriented industry**.
- Experience in **Finance and HR processes**:

- Experience in **Oracle and ServiceNow Case Management**:

- Good command of **English and Mandarin language**, both written and verbal is a prerequisite;
- Strong focus in providing the highest level of customer service to both internal and external customers
- Empathetic, Confident, self motivated and enthusiastic
- Accepting/adapting to cultural differences.
- Process improvement skills.
- Task & time management skills
- Able to perform root-cause analysis and come up with suggested solutions
- Ability to interact courteously with customers and ensure interactions provides a high quality of service
- Ability to analyze customer needs through soliciting, evaluating and acting upon customer feedback
- Ability to coordinate with other internal departments to deliver a seamless service to customers

**Salary**: RM7,000.00 - RM8,200.00 per month

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday

Application Question(s):

- How much is your last drown/ currently salary?
- How many years of finance or human resources background do you have?

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