Associate Eim Analyst

4 days ago

Cyberjaya, Malaysia DHL Full time

**SUMMARY**

Begin your career with DHL IT Services

We are seeking for a talented Associate Emergency Incident Management Analyst to join our team. You will respond to emergency incidents as quickly as possible by assigning it to technical support groups for restoration of service and thereby minimize the impact on business operations and ensuring best possible level of service quality and availability.

You will adhere to Emergency Incident Management process and its activities and participate in process improvement and training/guidance within ITS Organizations.

**WHAT YOU WILL DO**
- Escalate and monitor progress of incident for support and ensure users and other interested parties are kept informed
- Daily contact with the client entities and other stakeholders in respect of emergency incident resolution
- Regular contact with Senior Incident Analysts & Incident Manager to report, escalate, seek for a feedback or an advice as well as conduct coaching sessions, training and personal development planning and provide timely updates to users on the emergency incident status
- Negotiate with users, support teams, and vendors in respect of emergencies priority
- Close collaboration with members of Global Service Desk teams and backline teams to perform a broad range of varied work tasks in a variety of contexts, some complex and non-routine
- Monitor progress of emergency for support and ensures users and other interested parties are kept informed
- Ensure all work is carried out and documented in accordance with required standards, methods and procedures
- Interpret spoken and written statements, and translate correspondence, forms, and other written material from one language into other
**WHAT YOU SHOULD HAVE**
- 1-3 years of experience in IT or related field
- Efficient record keeper
- Ability to operate hardware, databases, operating systems, local area networks) used within own organization (OS: Windows NT, UNIX)
- Ability to operate standards associated with the IS practitioner's current role
- Aware of discipline which gives control over IT assets, to control changes to "configuration items"
- Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions
- Effectively convey factual communications that require an understanding of the recipient/ audience
Acquire understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
- Work co-operatively (rather than competitively) with others to achieve a common goal
- Knowledge of written and verbal form of foreign language and English depending on area of assignment and possess skill in interpreting and translating the appropriate language into/ from English depending on area of assignment
**WHAT YOU WILL GET FROM US**
- Great Team of IT Professionals with Global Working Exposure
- Flexible Benefits - Customized According to Individual Needs
- On-Going Professional and Technical Training and Certifications
- A Multicultural Environment in Modern Offices
- Choose Any Day for Your Vacation From Earned Public Holiday (Saturday and Ad Hoc)
- Smart Casual Everyday
- Global Internal Job Opportunities Available Within DPDHL
- Unlimited Outpatient Medical
- Home Office Possibilities

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