Non-Executive, Service Desk

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia MISC Group Full time 30,000 - 60,000 per year

JOB PURPOSE:

  • Receive and resolve Tier 1 queries from BUs/SUs and external vendors. Escalate the matter to Tier 2 if necessary and follow through to resolution.
  • Timely assign, monitor and report service requests status. If necessary, escalate unresolved service requests that are exceeding SLA
  • Provide support for analysis and CI initiatives

PRINCIPAL ACCOUNTABILITIES:

Service Desk

  • Process requests for information and/or documents and resolve Tier 1 service requests tickets.
  • Attend to/escalate unresolvable enquiries from Business Units (BUs), Service Units (SUs), and vendors to other Finance Teams for advice and input.
  • Respond to incoming vendor requests and queries received from staff and vendors, e.g. rush payment, billing information, ad-hoc reports, other additional information or services.
  • Act as a single point of contact between FSSC and vendors and/or BU Users for services under payables, receivables and accounting (e.g. fixed assets periodic processing, closing activities).
  • Review information provided in system to ensure completeness of tickets raised before assignment of tickets to other teams.
  • Track issues/escalation raised by BUs/SUs and external vendors. Work closely with operational teams to ensure proper and timely resolution.
  • Reporting of Service Desk and FSSC Pillars ticketing performance.

Continuous Improvement

  • Support in the exploration, planning and initiation to drive innovative solutions for process improvement and automation of Service Desk prosses
  • Collaborate with cross-functional teams to support CI implementation

Perform Routine Administrative Functions

  • Collect data for analysis as per supervisor's requirement.
  • Perform any ad hoc assignment as and whenever required

REQUIREMENT & QUALIFICATION:

  • Diploma in Accounting or equivalent
  • Minimum 3 years of related work experience, with knowledge of book-keeping/accounting and general administration. Knowledge in SAP is an added advantage.

*PLEASE NOTE THAT THIS IS A CONTRACT ROLE UNDER 3RD PARTY*

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