Specialization: IT OR COMPUTER SOFTWARE
Job description:
Company Overview: Our client is a distinguished entity operates as a premier global player within the realm of public health, renowned for its unwavering dedication to addressing health challenges and fostering well-being on a worldwide scale. With a rich legacy spanning decades, this organization stands as a beacon of excellence, leveraging its expertise to spearhead initiatives aimed at mitigating diseases, enhancing healthcare infrastructure, and championing health equality. Job Requirements: - Minimum 6 years of working experience in IT Helpdesk or equivalent.
- Must have at least Degree (Diploma acceptable with 6 to 7 years of exp)
- Willing to work rotational shift (due to supporting globally with different time zones)
- Solid experience in providing advanced level IT and Oracle e-Business applications support in international organizations.
- Must be based in Cyberjaya
Job Description: - Act as first point of contact via phone/email/chat or walk-in support for end users.
- Provide optimized end-user IT technical support ensuring complex issues and service requests are addressed within agreed resolution times.
- Identify operational gaps and contribute to establish processes and document SOPs to ensure operational excellence in IT Service Management.
- Responsible for providing advanced technical support and excellent customer service to end-users within the organization.
- Serve as a subject matter expert, leading and mentoring junior service desk staff and working to resolve complex technical issues.
- Assist in delivering technical support and addressing end-user inquiries for the Business Management System (BMS) via phone/email/chat or walk-ins.
- Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner.
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