IT Queue Coordinator

2 days ago

Kelana Jaya, Malaysia Aisling Consulting Full time

**Position: Queue Coordinator** **Department: FSI Team** **Job Type Duration: 12-months Renewable Contract >>> PERM** **Location: Dataran Hamodal, Petaling Jaya (LRT Asia Jaya)** **Salary: RM 2,300 - RM 3,000** **Working Days: Mon - Fri, Public Holidays as per the Selangor Government Calendar** **Working Hours: Shift 1: 8:00 am to 5:00 pm** **Shift 2: 9:00 am to 6:00 pm** **Requirements**: - Diploma, bachelor’s degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent - Minimum 1-2-year relevant experience - Required Skills: Well verse in MS Office - Excel, Words and PowerPoint **Roles & Responsibilities**: - Validate incoming tickets to ensure completeness and accuracy; perform sanity checks by verifying SLA, and high-level work instructions. - Monitor Field Service Management Systems for new tickets and accept requests in a timely manner. - Strive to eliminate resource idle time by assigning work orders in a timely manner (based on swing rules, complexity, and availability) - Monitor the ticket queue to ensure work orders are on target; co-ordinate with requester if reschedule on site date is required based on downtime change. - Receive and respond to all requester status requests and\or questions regarding work orders in a timely manner. - Host daily service review to provide status updates and notification for any outstanding tickets. - Ensure employee have work assignments and work is properly balanced; given a dynamically changing environment, re-route assignments as necessary (based on swing rules where possible) - Provide updates to Field Service Manager\Field Service Supervisor\Team Lead and Management where applicable. - Notify Field Service Manager/Field Service Supervisor/Team Lead of any customer escalations or potential escalations in a timely manner. - Act as first point of contact for all customer requests and respond to any questions\inquiries in a timely manner. - Respond to Field Service Manager/Field Service Supervisor/Team Lead, Management employee questions equests in a timely manner. **Job Types**: Contract, Fresh graduate Contract length: 12 months Pay: RM2,300.00 - RM3,000.00 per month **Benefits**: - Health insurance - Opportunities for promotion - Professional development Schedule: - Monday to Friday Supplemental Pay: - Performance bonus Work Location: In person

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