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| Company: |
Powerskill Asia Pacific Sdn Bhd |
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| Job Title: |
Helpdesk Analyst |
| Employment Category: |
Information Technology |
| Job Location: |
Kuala Lumpur - Malaysia |
| Job Description: |
Functional Tasks:
Application Support:
- Receive the user’s call, and provide high quality support.
- Provide customer focus by ensuring that General Applications Support services are delivered to meet customer business needs and expectations.
- Adhere to and promote established Support policies and procedures.
- Work with users to collect information pertaining to requests/problems. Log incident records accurately and completely using the Support call logging system. Perform analysis of incidents to determine category and priority.
- Resolve incidents as capable and where resolution is not possible assign call to the appropriate team, while actively retaining ownership of the call on behalf of the customer.
- Establish strong working relationships and understanding between the General Applications Support services, and other support teams.
- Notify users of resolutions and close incident records on the Support call logging tool when resolution is confirmed with the customer group.
- Develop and maintain knowledge of Support procedures, business area processes, Lotus Notes, Lotus Notes applications (e.g. Dragon) and other general BASF applications.
- Be aware of developments in the applications and service interruptions.
Service Management and Continuous Improvement:
- Identify process improvement opportunities in the Support framework. Seek to continually improve the services provided.
- Develops and maintains an understanding of customer Service Level Agreements. Seeks opportunities to improve knowledge, application functionality, skills, performance and is receptive to developmental feedback.
Education:
- University graduate, majoring in the area of Information Systems / Computer Science related field or equivalent experience
Working Experience:
- At least 1 year experience in a customer-focused Support or Call-Centre function is desirable.
Technical & Professional Knowledge:
- Skills in two or more of the following languages is essential: English, Chinese.
- Knowledge and understanding of Lotus Notes, Lotus Notes Applications, Info Beacon and other BASF applications (non-COSMOS) would be a strong advantage.
- Understanding of how IT applications are able to support business processes and solve business issues.
- Experience of Support technology e.g. ACD, Call Logging software, knowledge base, etc. is desirable.
- Effectively able to apply structured problem solving skills and available tools to quickly evaluate problems, identify root cause, action plans, impact and resolution options.
- Ability to efficiently multi-task and be self-motivated while working with others.
- Ability to remain cool and controlled in a crisis and when under pressure.
- Human relations and communications skills are important to develop and establish cooperation and rapport with users at working levels and of different nationalities; work as a team member within the General Applications Level 1 Support team.
- Ability to convey information to both a technical and non-technical audience
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Skills Required:: |
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Language Requirements: |
English-Very GoodChinese-Very Good
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| Employment Type: |
Full Time
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| Yearly Salary: |
Unspecified
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| Posting Date: |
Jul 24 2007 |
| Education level required: |
Bachelor
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| Experience in years: |
1 to 2 Years |
| Company: |
Powerskill Asia Pacific Sdn Bhd |
| Contact Name: |
Powerskill Asia Pacific Sdn Bhd |
| Contact Phone: |
603-21632833 |
| Preferred Method of Contact: |
E-mail via Apply Online Box |
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