Service Desk Analyst

2 weeks ago

Petaling Jaya, Malaysia Hong Leong Bank Full time

If you are looking to excel and make a difference, take a closer look at us

Job Brief:
Supports the service delivery of the information and technology (IT) services and working with teams within Group Technology together with establishing relationships with staffs within the bank, other entities within the group and external parties/vendors, to provide services with a high degree of commitment and timeliness in meeting established performance standards and user satisfaction.

Responsibilities:
2. Manages every log assigned from first point of response, first level checks/support, routing/escalation to intended support groups, follow-ups to resolution timely meeting established service level standards.

3. Provide first level support to attempt first call resolution without the need to escalate to the next support level.

4. Ensure data accuracy and completeness of the log description with supporting evidence/checks performed when logging or escalating tickets.

5. Perform case follow-ups with relevant Support Teams until point of resolution.

6. Performs warranty checks followed by issuance of Part Sales Work Authorization to End Users (i.e. the person that receives and ultimately uses the Services) daily based on incoming case request received by Service Desk/Engineers operation team.

7. Receiving Part Sales PO’s via Procurement portal then authorizing for part order/allocation.

8. To obtain completeness of the PO deliverables from Engineers/respective sections in-charge of the Service Report forms/DO which is already complete with customer stamp, cost center and other details.

9. To upload supporting documents of the deliverables into the Bank’s procurement portal to obtain approval prior to billing.

_ About Hong Leong Bank_

_ We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China._

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