Associate - Investment It

2 weeks ago

Cyberjaya, Malaysia AIA Full time

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives._
- To get there, we need people with_
- tech/digital/analytics_
- expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone._

If you believe in developing a better tomorrow, read on.

WE ARE LOOKING FOR.....
- First point of contact to respond to queries from AIA’s Business Users and to provide solutions based on existing catalog / knowledge base.
- Responsible for interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.

Roles and Responsibilities
- Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
- Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management database/ list of known errors.
- Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
- Highlight and escalate recurring Incidents which are similar in nature.
- Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
- Escalate Major Incidents to Team Lead.
- Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
- Closely follow up with outstanding Incidents and Service Requests up till closure and ensure that users are informed about their ticket status.
- Maintain operation manual and related procedures.
- Maintain production issue log.
- Generate monthly SLA dashboards.
- Perform annual user recertification.

Education
- Bachelor’s degree in IT or other relevant discipline with CGPA 3.25 and above.

Experience
- Min 2 years of related experience (fresh graduate is encouraged to apply).
- Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.

Language skills
- Fluent in spoken and written English is a must.
- Ability to converse in Cantonese would be preferable.

Technical skills
- Jira JSM
- Knowledge base software
- Microsoft Office
- Azure Fundamental Certification (Azure Data Factory) (Optional)
- Power BI (Optional)

Special skills
- SLA familiarity and performance driven work culture.
- Ability to diagnose and resolve basic technical issues.
- Good communication and presentation skills.
- Resourceful, independent and result oriented.
- A good team player and keen to learn.
- Proactive.
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._

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