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