Process Improvement Expert

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ABHIDI ENTERPRISES Full time

ABHIDI ENTERPRISES seeks an IT Process Specialist to join our team, driving process improvement and delivering exceptional customer service.

The successful candidate will have excellent communication and problem-solving skills, with the ability to work collaboratively in a dynamic environment.

**Key Responsibilities**

  • Provide first-level support for all applications, ensuring timely resolution of user queries and issues.
  • Raise and manage tickets in Service Now, guaranteeing that SLAs are met and users receive regular updates on ticket progress.
  • Accurately record user complaints in Service Now, ensuring that critical issues are escalated to the relevant teams and management.
  • Maintain a comprehensive log of all communication and steps performed in the Ticketing system, facilitating efficient issue resolution.
  • Inform users regularly about the progress of their tickets, promoting transparency and trust.
  • Evaluate escalation procedures to ensure that critical issues are addressed promptly.
  • Effectively troubleshoot user queries via various channels, providing actionable solutions.
  • Answer phones professionally, respond to user inquiries, and address complaints in a courteous and empathetic manner.
  • Install, configure, and upgrade FedEx software, ensuring seamless integration with existing systems.
  • Provide remote support and troubleshooting services for user laptop/desktop issues, MS Office applications, and other FedEx applications.

**Requirements**

A diploma or higher education degree is necessary for this position. Service desk/helpdesk experience and proficiency in Korean are essential.

**Position Details**

This is an entry-level position offering full-time employment opportunities in the Information Technology field within the Consumer Services industry.



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