This role involves providing global end-user support through various channels, managing an ITSM ticketing system to handle incidents and requests, ensuring ITIL practices are followed, escalating issues as needed, understanding and applying CSAT and SLA processes, and serving as a single point of contact for end-users. The candidate should have technical expertise in Office 365 and SLAs, as well as strong problem-solving, communication, and teamwork skills to thrive in a 24x5 shift environment.
Key Responsibilities:
- Providing advanced-level global end-user support, including complex troubleshooting and in-depth functional expertise
- Mentoring and training junior analysts on best practices, ITIL processes, and technical skills
- Analysing incident and service request data to identify trends and recommend process improvements
- Collaborating with other IT teams to resolve complex, cross-functional issues
- Owning the implementation and optimization of ITSM tools and workflows
- Serving as an escalation point for critical incidents and acting as the primary liaison with business stakeholders
Driving continuous improvement initiatives to enhance customer satisfaction and service delivery
Job Type: Full-time
Pay: RM6,000.00 - RM7,000.00 per month
Work Location: In person
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