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Service Centre Analyst
2 weeks ago
- Good communication and interpersonal skills
- Customer service oriented and good team player
Purpose
This role is responsible for delivering excellent technical/non-technical support on global internal customers with outstanding customer service, satisfaction, and timeliness within the organization's service level targets.
- Support Service Centre activities on a scheduled 7x24 shift roster (including Saturday, Sunday and Public Holiday) with daysoff as compensation.
- Provide analytic oversight into Incident Management and Request Fulfilment processes and procedures to ensure that a highquality service is provided to global internal customers.
- incidents are resolved at first contact or escalated timely to appropriate support parties
- requests are fulfilled at first contact or dispatched timely to appropriate fulfilment parties
- customers are kept informed of the progress of incident resolution and/or request fulfilment, the latest update about problem and crisis, and any upcoming changes and stoppages
- outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches
- resolved incidents and fulfilled requests are verified before they are closed
- accurate incident records are available to support problem management process
- attend duties at Technical Lounge to resolve issues and requests related to mobile services
- handle enquires and issues reported by VIPs in priority
- Coordinate IT procurement and the delivery of service requests.
- Coordinate activities to resolve incidents and restore normal service.
- Identify possible and potential problems and alert Problem Management Team.
- Act as deputy Team Lead in handling major incident, crisis management and escalation in according to the predefined processes, when required.
- Drive service continuous improvement to boost efficiency of service centre operations or cost saving initiatives, e.g., LEAN / Six Sigma process, automation, improve First Contact Resolution.
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