254 Incident Management jobs in Malaysia

Global Incident Management Lead Specialist

Join to apply for the Global Incident Management Lead Specialist role at Allianz Malaysia

Global Incident Management Lead Specialist

Join to apply for the Global Incident Management Lead Specialist role at Allianz Malaysia

The Global Incident Management Lead Specialist role is to support Allianz Malaysia businesses to ensure that we have a leading approach to Global Incident Management. The Global Incident Management Lead Specialist will be required to ensure the implementation of permanent fixes, undergo root cause analysis, and provide robust, long term and cost-effective preventative actions.

Job Responsibilities:

• To support and deliver respective ITIL processes to support business objectives and meet incident service level agreement as per Global Incident Management framework.
• To support the delivery of incident management activities with coverage across critical business hours and 24 x 7 standby support for specific area of responsibility
• Control gathering of process metrics and documentation for incident escalation and support
• Acting as the interface between users and incident handling team by conducting, investigating, escalating, and resolving incidents and supporting incident management and problem management
• Develop and maintain Global Incident Management and Emergency Response Organization (ERO)’s documentation i.e., ERO plans, checklists, contact lists, etc, and ensure availability and updates of all the documents within the area of responsibility
• Assist and supports the Head of Emergency Response Organization in incident handling and escalation during emergency cases.
• Demonstrate an understanding of Health & Safety, Risk Assessment, Incidents, Business Continuity and Crisis Management, and how to manage such events
• During an emergency, assists the Head of Emergency Response Organization to evaluate the situation, identify and request resources, develop courses of actions, recommending solutions for decision making and maintain close interaction with incident handling team.

External Fraud

• Develop and implement external fraud framework and controls.
• Investigate, conduct interview, background check, collaborate with other business functions, complaint unit and compliance team
• Coordinate external fraud awareness and training program.
• Provide update status update to management team.

Key Requirements:

• Bachelor’s Degree in Business Administration, Information Technology, or related disciplines
• ITIL Service Management Foundation certification is preferred.
• Knowledge in IT Security COBIT Framework, and CSIRT/CERT processes is an added advantage.
• At least 5 years of relevant working experiences in I.T. industry on Incident, Change and Problem Management would be an added advantage
• Self-motivated and achievement orientated, with the confidence and ability to influence others.
• Excellent interpersonal skills and an ability to work with all stakeholders.
• Excellent analytical skills with attention to detail and accuracy without losing the broader view.
• Excellent communication (verbal and written) and presentation skills.
• Good organisation and task planning skills with a systematic, thorough, and logical approach to task completion.
• Ability to prioritise work effectively to manage stakeholder expectations. Able to work under pressure and achieve deadlines, both alone and with team.
• A willingness to make decisions and be accountable.
• Be able to demonstrate a flexible and innovative way of working.
• Willingness to learn and develop through self-driven Personal Development Plan
• Familiar with the use of ChatGPT to simplify work processes

Disclaimer Thank you for your interest in joining our team. Due to the high volume of applications we receive, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume that you have not been selected for this position.

Important: All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions.

Note: Allianz will not accept any forward unsolicited resumes from any source to our employees email other than directly from a candidate. We will not be responsible for any fees and charges impose.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

Seniority level

• Seniority level Associate

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Insurance

Referrals increase your chances of interviewing at Allianz Malaysia by 2x

Sign in to set job alerts for “Incident Management Specialist” roles. Global Incident Management Lead Specialist

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago

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Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

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Overview

Global Incident Management Lead Specialist

role at Allianz Malaysia. The Global Incident Management Lead Specialist role is to support Allianz Malaysia businesses to ensure that we have a leading approach to Global Incident Management. The Global Incident Management Lead Specialist will be required to ensure the implementation of permanent fixes, undergo root cause analysis, and provide robust, long term and cost-effective preventative actions. Job Responsibilities

To support and deliver respective ITIL processes to support business objectives and meet incident service level agreement as per Global Incident Management framework. To support the delivery of incident management activities with coverage across critical business hours and 24 x 7 standby support for specific area of responsibility Control gathering of process metrics and documentation for incident escalation and support Acting as the interface between users and incident handling team by conducting, investigating, escalating, and resolving incidents and supporting incident management and problem management Develop and maintain Global Incident Management and Emergency Response Organization (ERO)’s documentation i.e., ERO plans, checklists, contact lists, etc, and ensure availability and updates of all the documents within the area of responsibility Assist and supports the Head of Emergency Response Organization in incident handling and escalation during emergency cases. Demonstrate an understanding of Health & Safety, Risk Assessment, Incidents, Business Continuity and Crisis Management, and how to manage such events During an emergency, assists the Head of Emergency Response Organization to evaluate the situation, identify and request resources, develop courses of actions, recommending solutions for decision making and maintain close interaction with incident handling team. External Fraud

Develop and implement external fraud framework and controls. Investigate, conduct interview, background check, collaborate with other business functions, complaint unit and compliance team Coordinate external fraud awareness and training program. Provide update status update to management team. Key Requirements

Bachelor’s Degree in Business Administration, Information Technology, or related disciplines ITIL Service Management Foundation certification is preferred. Knowledge in IT Security COBIT Framework, and CSIRT/CERT processes is an added advantage. At least 5 years of relevant working experiences in I.T. industry on Incident, Change and Problem Management would be an added advantage Self-motivated and achievement orientated, with the confidence and ability to influence others. Excellent interpersonal skills and an ability to work with all stakeholders. Excellent analytical skills with attention to detail and accuracy without losing the broader view. Excellent communication (verbal and written) and presentation skills. Good organisation and task planning skills with a systematic, thorough, and logical approach to task completion. Ability to prioritise work effectively to manage stakeholder expectations. Able to work under pressure and achieve deadlines, both alone and with team. A willingness to make decisions and be accountable. Be able to demonstrate a flexible and innovative way of working. Willingness to learn and develop through self-driven Personal Development Plan Familiar with the use of ChatGPT to simplify work processes Disclaimer

Thank you for your interest in joining our team. Due to the high volume of applications we receive, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume that you have not been selected for this position. Important:

All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions. Note:

Allianz will not accept any forward unsolicited resumes from any source to our employees email other than directly from a candidate. We will not be responsible for any fees and charges impose. Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us.

Let’s care for tomorrow.

#J-18808-Ljbffr

Global Incident Management Lead Specialist

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Global Incident Management Lead Specialist

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Allianz Malaysia Global Incident Management Lead Specialist

Join to apply for the

Global Incident Management Lead Specialist

role at

Allianz Malaysia The Global Incident Management Lead Specialist role is to support Allianz Malaysia businesses to ensure that we have a leading approach to Global Incident Management. The Global Incident Management Lead Specialist will be required to ensure the implementation of permanent fixes, undergo root cause analysis, and provide robust, long term and cost-effective preventative actions. Job Responsibilities: To support and deliver respective ITIL processes to support business objectives and meet incident service level agreement as per Global Incident Management framework. To support the delivery of incident management activities with coverage across critical business hours and 24 x 7 standby support for specific area of responsibility Control gathering of process metrics and documentation for incident escalation and support Acting as the interface between users and incident handling team by conducting, investigating, escalating, and resolving incidents and supporting incident management and problem management Develop and maintain Global Incident Management and Emergency Response Organization (ERO)’s documentation i.e., ERO plans, checklists, contact lists, etc, and ensure availability and updates of all the documents within the area of responsibility Assist and supports the Head of Emergency Response Organization in incident handling and escalation during emergency cases. Demonstrate an understanding of Health & Safety, Risk Assessment, Incidents, Business Continuity and Crisis Management, and how to manage such events During an emergency, assists the Head of Emergency Response Organization to evaluate the situation, identify and request resources, develop courses of actions, recommending solutions for decision making and maintain close interaction with incident handling team. External Fraud Develop and implement external fraud framework and controls. Investigate, conduct interview, background check, collaborate with other business functions, complaint unit and compliance team Coordinate external fraud awareness and training program. Provide update status update to management team. Key Requirements: Bachelor’s Degree in Business Administration, Information Technology, or related disciplines ITIL Service Management Foundation certification is preferred. Knowledge in IT Security COBIT Framework, and CSIRT/CERT processes is an added advantage. At least 5 years of relevant working experiences in I.T. industry on Incident, Change and Problem Management would be an added advantage Self-motivated and achievement orientated, with the confidence and ability to influence others. Excellent interpersonal skills and an ability to work with all stakeholders. Excellent analytical skills with attention to detail and accuracy without losing the broader view. Excellent communication (verbal and written) and presentation skills. Good organisation and task planning skills with a systematic, thorough, and logical approach to task completion. Ability to prioritise work effectively to manage stakeholder expectations. Able to work under pressure and achieve deadlines, both alone and with team. A willingness to make decisions and be accountable. Be able to demonstrate a flexible and innovative way of working. Willingness to learn and develop through self-driven Personal Development Plan Familiar with the use of ChatGPT to simplify work processes Disclaimer

Thank you for your interest in joining our team. Due to the high volume of applications we receive, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume that you have not been selected for this position. Important:

All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions. Note:

Allianz will not accept any forward unsolicited resumes from any source to our employees email other than directly from a candidate. We will not be responsible for any fees and charges impose. Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us.

Let's care for tomorrow. Seniority level

Seniority level Associate Employment type

Employment type Full-time Job function

Job function Other Industries Insurance Referrals increase your chances of interviewing at Allianz Malaysia by 2x Sign in to set job alerts for “Incident Management Specialist” roles.

Global Incident Management Lead Specialist

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Digital Trainee - Business Analyst (Product Information System)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 days ago Country Heights Damansara, Federal Territory of Kuala Lumpur, Malaysia 1 month ago Chatbot Business Analyst - Operations, MY Marketplace

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago Business Analyst, Digital & Innovation (MY & Regional), Technology, Cards, Group CFS

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Chatbot Business Analyst (CS), Scommerce (Bukit Raja, Klang)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Application Support Specialist (HR Analyst I)

Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 days ago Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Petaling Jaya, Selangor, Malaysia 1 month ago Business Analyst (Intraday Liquidity Management System)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 days ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago Federal Territory of Kuala Lumpur, Malaysia 1 week ago Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago Business Analyst - Insurance Core System

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago Federal Territory of Kuala Lumpur, Malaysia 5 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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Overview

Service Desk Agent role at Plexus Corp. Provides level two support for users to determine problems and resolutions, and technical support to Plexus global user community while ensuring applications, systems, networks and technologies are available and functioning to support business processes. Collaborates with IT personnel, vendors and business personnel to identify and resolve issues and supports technology projects aligned with Plexus objectives.

Responsibilities

• Proactively monitor and respond to calls, tickets, emails, and other official channels to maintain quality of service, practice customer service excellence, and perform in-depth troubleshooting as a senior agent when junior members are unable to resolve issues.
• Monitor the Service Desk ticket queue to ensure timely processing of incidents and requests; escalate as needed and contribute to process improvements to ensure instructions are up to date with changing system or business requirements based on KPI data.
• Review call data, ticketing data and all incidents for reporting and planning on a regular basis; perform data gathering as requested by management or stakeholders for continuous improvements.
• Identify recurring issues in ticketing systems, applications, or escalations and propose improvements to reduce routine work for the Service Desk and IT resolvers.
• Establish new procedures or standard work for the Service Desk where none exists.
• Provide senior level problem analysis, problem determination, and problem resolution for IT systems. APAC region only: work in scheduled patterns to provide 24x7 operation support and standby during pre-arranged off-hour shifts to back up absent team members.

Qualifications

• Bachelor’s degree required; Bachelor’s degree in Information Technology preferred.
• Typically requires 2 - 4 years of related experience.

Other Qualifications

• N/A

Physical and Travel Requirements

• Professional office environment with suitable lighting, comfortable temperatures, and low noise levels. Prolonged periods at a desk may be required; good posture and ergonomic workspace arrangements are important.
• Travel: N/A

This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform.

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We deliver the best GIS solutions in the world, with the brightest minds on the map.

What are the issues that matter most to you? Climate change, national security, disaster response?

At Boustead Geospatial Technologies (BGT) you'll work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future.

We turn problems into opportunities, and that takes two things:

• The most powerful GIS technology and solutions.
• Driven, talented, and passionately curious people.

Here we connect them, and that’s how we achieve incredible things for communities, economies, and for your career.

About the Role

We are looking for an experienced, resilient professional, for our Service Desk Analyst role. You will demonstrate aptitude for continuous learning and development and a positive attitude.

The role supports our Information Technology Services team to deliver client centric guidance and management through exceptional stakeholder engagement.

In this role you will be exposed to a wide and ever changing ITS landscape and is well suited to inquisitive minded professionals keen on developing quickly in their career.

Service Delivery is paramount to the IT Team, and you will be responsible for key tasks such as:

• Act as the Geospatial Group’s IT Services’ single point of contact for all user’s ensuring ownership is taken over all requests.
• Troubleshoot and complete assigned incidents and service requests following agreed procedures and priority allocated and ensure users remain informed about the status of requests by providing regular updates.
• Identify and escalate complex incidents to a senior IT Services staff member and assist with managing user updates and completing escalated incidents.
• Manage asset inventories to ensure service requests can be fulfilled on time. This includes ensuring laptops are configured and updated, ready for deployment.
• Work with vendors to procure hardware and services by requesting quotes and raising purchase requisitions for approval.

About You

Please note that the successful incumbent will require a PCC.

• Tertiary qualification in an associated business discipline (Information Technology, Computer Science etc.) is required.
• At least 3 years’ experience in a similar technical support role .
• Demonstrated excellent customer service skills and able to interact effectively with all levels of the business with varying levels of IT knowledge.
• Demonstrated fault diagnosis , dispute resolution, troubleshooting and problem-solving skills.
• Experience in IT systems and technology, including IT hardware and software such as ITSM tools, Microsoft Online Applications – Microsoft 365, Teams Online, SharePoint Online, Microsoft Office Suite, etc.
• Strong attention to detail and accuracy when accomplishing a task, including excellent follow through and follow up skills.
• Please note you must hold relevant and current working rights in Malaysia.
• Attitude and behaviour align with BGT’s core values.

Discover how our values shape our impact, your journey begins with one click here: Geospatial | Boustead

For further details or if you have any questions, please contact us on (WhatsApp) or by email at

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note that Boustead Geospatial Technologies does not accept unsolicited resumes from recruiters or employment agencies.

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Talent Acquisition Coordinator @ ABeam Consulting | German Language Learner

Company Highlights:

• Hybrid Work Arrangement (Work from Home and Office)
• Regular Company Events (Sports Tournament, Outdoor Activities)

Responsibilities:

• Attending to phone calls, self-service tickets and emails relating to business issues and to escalate issues appropriately using hierarchical and functional escalation guidelines.
• Monitor and ensure audit trail of all incidents/cases logged through the use of required tools. Manage incidents/tickets ensuring speedy resolution within the SLA's timeframe.
• Prepare reports and statistical analysis of data mined and gathered from the ticket logging and tracking system.
• Pre-scheduled monitoring of system components such as CPU, work processes, report breaks, spools, interfaces.
• Monitoring of scheduled events such as batch jobs, background reports creation.
• Escalating or alerting critical issue to support team on failures, breakdown or unavailability of system components or report generation error.
• First level support for IT technical issue related to access and authorization.
• Preparation & submission of monitoring report.
• Undertake any ad-hoc duties assigned from time to time.

Requirements:

• To have an IT background or qualification would be an added advantage
• To be able to work shift if required to accommodate client’s request for 24x7 support model
• Able to use Ticketing tool (ITSM) as a main service desk tool for logging, updating, maintaining or forwarding tickets.
• Able to check details of requests or complaints and forward them to appropriate parties
• To be able to carry out IT level 1 trouble-shooting and provide quick fixes
• To be able to read and understand instructions using level 1 handling script and take appropriate action
• To be able to escalate tasks of level 2 to the next level of support or when unable to fix level 1 issues
• To be able to meet SLA based on initial response and also level 1 task assigned to service desk
• Able to work with other service desk analysts, if required, to discuss and resolve level 1 requests or incidents
• To be able to review tickets and clear or follow up on open tickets for level 1 and 2

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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Overview

Department: Support

Employment Type: Full Time

Location: Kuala Lumpur

Reporting To: Melissa Tan Yuen Theng

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning. We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic Service Desk Engineer to join our team. We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

Role Purpose

Our Service Desk Engineers are the first point of contact for our clients, colleagues, and partners. We supply valued support to organisations around the globe using a wide range of technologies from traditional phone systems to AI powered chat bots. Our mission is to provide excellent customer service combined with our industry and product expertise to resolve issues for our clients as quickly as possible and sometimes even before they have noticed an issue at all.

Key Responsibilities

• Creating incidents and requests on behalf of our clients, understanding importance, technology category and severity.
• Keeping the client contact up to date with the progress of their case.
• Managed Major incident internal and external stakeholder’s updates.
• Perform 1st level troubleshooting in Contact Centre based technology incident. (Goal is to resolve the incident in first call)
• Turnaround service requests quickly.
• Monitor client systems and react to critical events.
• Update Knowledge articles and automated processes to help better serve our clients.
• Proactively find and progress incidents for our clients.
• Contribute to continuous improvement initiatives

Skills Knowledge and Expertise

Required

• Experience working in a customer facing role.
• Excellent in English communication skills (Speaking and writing).
• Technical troubleshooting experience or technical background.
• Fluent in English
• Familiar with ITIL process
• At least 1 year(s) working experiences in Contact Centre Technologies (Avaya, Genesys Telephony solutions)

Desirable

• Bachelor’s Degrees in Computer Science, Computer Engineering, Information Technology and any relevant field.
• Familiarity with Service Now or other ITSM tool.
• Exposure to contact centre environments.
• ITIL Foundation certification

Benefits

• Remote/Flexible work
• Private health insurance
• Optical and dental care
• 22 days paid holiday a year- (this includes three Sabio days)
• LinkedIn Learning
• Employee Assistance Program
• Plus many more! (Benefits are dependant on your base location.)

The Small Print

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.

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Be part of a great team from a global company

Join our global company and unlock limitless opportunities as you collaborate with a diverse and talented team. Together, we redefine success, inspire innovation, and create a world of endless possibilities.

Role

• Provide technical assistance and support to multiple clients, managing and prioritizing inquiries from different companies, primarily in English and Japanese.
• Manage and prioritize customer inquiries from various clients, ensuring timely and accurate responses.
• Bilingual support skills to accurately understand inquiries and responses in English and Japanese, and to accurately translate them into Japanese or English.
• Compose thoughtful, personalized responses for a variety of end user requests.
• Effectively resolve enquiries from end users in a considerate, accurate, and timely manner.
• Manage incidents and service requests and devise solutions to resolve issues.
• Manage end-to-end ticket life-cycle coordination. SLA is very critical in client’s environment.
• Monitor and maintain quality of service as measured by metrics such as performance, efficiency, customer satisfaction, and take corrective action as required.
• Prior experience in managing multiple client companies in a help desk or call center environment is a plus.

Skill Requirements

• Strong analytical skillsets with logical thinking capability.
• Strong prioritization and multitasking skills to work with multiple companies.
• Answer phone calls from multiple client companies, escalate to PIC and manage records.
• Strong communication skills with HQ and affiliate companies.
• Carry out administrative functions.
• Review completed tasks to ascertain compliance with standards.
• Document all knowledge and processes, maintenance and update of user/internal manuals and FAQs.
• Stay up-to-date with product knowledge and industry trends across all client accounts.
• Record all problems and their solutions in the Production Log File and ensure problems follow-up.
• Manage incident and service requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs.
• Monitor event & notification dashboard and perform actions based on instructions and procedures.
• Ensure customer KPI and SLA requirements are met.

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This is both a highly technical and user-facing role and you will be performing duties that align with 1st-2nd Line Support functions.

Specific Role Responsibilities

• Providing high quality and timely First Line Support to users through our Helpdesk Software
• Desktop Deployment Services (preferably Intune/Autopilot)
• Azure and on Prem Active Directory Users & Groups management and Group policy
• Microsoft Email systems
• All user access for FNZ Internal bespoke applications
• All Corporate office systems including Office 365, Printers, Desktop/Laptops and Mobile Devices
• Asset Register Maintenance
• Remote support to other internal clients
• Daily checks and BAU monitoring and fault resolution
• Ensuring that the correct service desk processes and procedures are followed
• Basic connectivity and network troubleshooting
• Knowledge sharing and mentoring
• Documentation of technical fault solutions
• Recommend improvements to all aspects of the IT services
• Ensure IT policies are adhered to at all times

Experience required

• Experience in a similar Support role is an advantage
• English on communicative level
• General infrastructure skills and knowledge of Microsoft Desktop and Server products
• An understanding of Virtualisation (ESXi / vSphere), Active Directory
• A good understanding of IP network fundamentals
• Good team player with the ability to work under direction or independently

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