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Topik: Service Desk Assistant


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Oleh Service Desk Assistant

sunan-faqih
Warga 5 Bintang
Menyertai: 15.07.2003
Ahli No: 2338
Posting: 366
Dari: ::Hulu Klang, Selangor::

Perak   avatar


posticon Posting pada: 07-01-10 10:37


Position Title    : Service Desk Assistant
Department    : Managed Services
Reporting to    : Service Delivery Manager
Dated         :
---------------------------------------------------------------------------------------------------------------------

Main Roles & Responsibilities


Service Desk Management

•    Ensure all incoming orders are attended to from external and internal customers within the set time line.
•    Ensure all orders are registered in the call management system within set timeline upon received orders.
•    Ensure registered orders are verified and assign to the respective CE within the set timeline when orders are captured.
•    Responsible in ensuring CE received orders and response to assignment within 15 minutes from acceptance of orders.
•    Ensure accuracy in orders registered in system to avoid wrong information provided to CE
•    To support and registered all related request from Project Team and other business units and ensuring orders are captured with the stipulated time line agreed.
•    To escalate to the Manager and highly level on any issues and assignment of CE that will lead to customer dissatisfaction.
•    To inform and update customers internal and external on status of orders registered with the set timeline.
•    To provide other administrative support in the department

Service Level Management

•    To assist in producing regular reporting using the Service Level Repots to the Customer.
•    Assist in the management of customer satisfaction survey conducted by the company
•    Assist in editing all process flow related to service desk management
•    Single Point of Contact for Service Issues and accountable for the meeting of Service Levels
•    Management of the service contract to meet budgeted costing

Reports

•    Prepare PM reports base on customer requirement
•    Prepare monthly reports base on customer request, RQ, IM
•    Prepare and assist in the preparation of the Support Plan as and when required
•    Compilation of Service Reports errors and variances - monthly
•    Assist and prepare CE skills matrix for SD Team ( NOC/CE/TS)

nterested candidates who wish to join BIT are invited to write in, submitting a detailed resume stating qualification and experience, Identity Card Number (for Malaysians) or Passport Number/Nationality, present and expected salary, contact details and recent passport-size photograph to:



Human Resource Department
Business Information Technology (M) Sdn. Bhd.
25, Jalan USJ 9/5M,
UEP Subang Jaya,
47620 Selangor Darul Ehsan.

Attn: Norfazila A.Wahab

Tel : 03-80241461

Fax : 03-80241464
Email: [email protected]


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