Service Desk Analyst

1 week 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

This role is engaged through third party contractor

Service Desk Frontend
- Manages the expectations of the services scope of works.
- Perform services with a high degree of commitment and timeliness in meeting established performance standards and customer satisfaction.
- Act as a primary contact for each log received on an end-to-end basis.
- Receives, accept and logs a new ticket for reported IT Incidents and IT Service Request in a timely manner.
- Provide first level support to attempt first call resolution without the need to escalate to the next support level.
- Ensure data accuracy and completeness of the log description with supporting evidence (if any) when logging or escalating tickets.
- Perform case follow-ups with relevant Support Teams until point of resolution.
- 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.
- Receiving Part Sales PO’s via Procurement portal then authorizing for part order/allocation.
- 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.
- To upload supporting documents of the deliverables into the Bank’s procurement portal to obtain approval prior to billing.

Service Desk Backend
- Guides and coaches the Agents.
- Monitors the aging queues.
- Acts as primary liaison for high severity IT Incidents.
- Prepares relative reports on daily basis.
- Overseas the entire operations ensuring resource availability and quality measures are always being adhered.
- Analyses the top trending by category, highlighting to relative SME’s and prepares support guidelines for common issues for Known Errors Database (KEDB).
- Primary supports in analyzing or sourcing methods to reduce incoming loads by preparing easy self-service guides, knowledge documents and maintains records in Knowledge Management database (KMDB).
- Preparation of reports periodically.
- 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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