Executive Service Desk Operations

1 day ago

Kuala Lumpur, Malaysia Petronas Digital Sdn Bhd Full time

**Responsibilities**:
**Do you have what it takes to join us?**

**Job Purpose**

**Key Accountabilities**

**1) Financials**

Adhere to PETRONAS Digital's operational standards and guidelines by practicing cost transparency, accurate charging and timely reporting to maintain good financial health for the department.

**2) Incident and Request Management**
- Follow Incident and Request Management process to ensure all reported cases and inquiries are recorded properly and escalated accordingly.
- Take ownership of the incidents or service request by monitoring the status to ensure resolution in accordance with service level agreement.
- Perform escalation where necessary to the appropriate team based on established Incident Management guidelines & procedures to ensure reported issue/request being handled swiftly.

**3) Performance Delivery**
- Contribute to own section performance by immediately escalating potential business risks, users’ dissatisfaction feedbacks to the Team Lead, Service Desk Operations and resolving issues efficiently and professionally with mínimal business impact to sustain high user satisfaction levels.
- Continuously seeking feedback and self development via knowledge enhancement to achieve high user satisfaction.

**4) Support Excellence**
- Provide excellence support by accurately prioritizing tickets and tracking the resolution of tickets that have or may fail contracted service levels to meet the relevant service level.
- Prioritize on critical tickets and ensure efficient support that could contribute towards first contact resolution to deliver support excellence.

**5) Operations Excellence**

Plan and execute continuous improvement initiatives that will improve operations efficiency and effectiveness of the Service Desk Operations & Quality Excellence section.

**What are the requirements?**
- Bachelor’s Degree in Computer Science, Information Technology or related field
- 0 - 5 years working experience in ICT Technical Support, specifically in Service Desk
- Recognized professional certifications in IT industry such as ITIL, COBIT, CCNA, MCSE, ComTIA A+, HDI would be an added advantage.
- Able to work on shift rotations

Benefits

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