Service Support Operations Analyst

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hexa Business Full time 60,000 - 120,000 per year

ROLE PURPOSE
: Deliver reliable ICT solutions and efficient support services and administration for IT Service Management/IT Helpdesk System and act as the custodian of all related processes, including documentation to ensure information accessibility, business operations efficiency and increased organization productivity

  • Perform frontline customer service role in providing standard IT services to the Bank's users, including management, tracking, resolution and reporting of IT incidents/problems and service requests. Ensure service level agreements are adhered to and reviewed on a regular basis for service excellence.
  • Review technology refresh or any upgrade plans to the existing IT service management infrastructure. Conduct feasibility study on end user computing technology platforms, map them against business requirements and identify cost-effective, emerging ICT solutions that best meet the business intent.
  • Perform business requirements assessment and translate into technical specifications, handle procurement of end user computing solutions and manage all related budget.
  • Review end user computing process, standards, procedures and checklists for:
  • – end user computing technology platforms, including hardware, software and pervasive devices
  • – distribution and deployment services, including software packaging and distribution
    • Review and ensure accurate ICT assets and licenses.
  • Assess, communicate and ensure prioritised mitigation of operational risk in relation to service management.
  • Improve user awareness and productivity through regular and continuous ICT technology updates and knowledge sharing by collaborating with internal stakeholders for timely implementation of end user ICT solutions.
  • Manage vendors effectively to ensure solutions and services are delivered on time and in accordance with the scope and service defined in the maintenance agreements.

QUALIFICATION / EXPERIENCE
:

  • Academic Qualifications: A degree in Computer Science or Information Technology.
  • Strong technical knowledge on IT Service Management, business or system impact analysis, computer operating systems (MS Windows and MacOS), security, networking technology and office automation technology. Knowledge in office systems, productivity software and ranges of mobile devices, or having certifications will be an advantage.

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