Job Description

External Open ResourcingLocation: Malaysia (MY), Sarawak Energy (SEB)
Company: Sarawak Energy Berhad, Information and Communication Technology (50034035), Digital Operations (50034172), Service Excellence (50035189)
Number of Openings: 1
Job Category: Established
Closing Date: 14 June 2024KEY ACCOUNTABILITIES:

• Assist the section head to lead and supervise the Service Desk team.
• Define, implement, and manage the following activities: * Receive calls and emails on incidents. Assess, prioritise, and categorise incidents.
• Carry out incident analysis and create incident records by logging into the ITSM.
• Assign the incidents to the appropriate support resource.
• Monitor quality of service delivery through follow-up contact.
• Analyse incident and incident reports to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents.
• Manage information security incident requests and insurance claims for stolen/lost end-user IT assets reported by staff.

• Responsible for delivering first-line support to users of desktop/notebook systems.
• Provide daily monitored services and handle customer service requests to meet agreed service levels and increase customer satisfaction.
• Provide lead support for escalation to the vendor for end-user technical problems for hardware within the warranty period.

CHALLENGES OF THE JOB:

• Keeping pace with the dynamic developments in the IT industry.
• Providing a single point of contact service for all IT users on a day-by-day basis and handling all incidents and service requests using specialist software tools to log and manage all such events.
• Responsiveness of vendors on procurement and IT hardware repairs services to meet targeted service delivery time.
• Managing customer expectations.
• Handling difficult or overly demanding customers.

QUALIFICATION & WORK EXPERIENCE:

• Diploma in IT, with a minimum of 5 years of working experience in IT end-user support and with at least 2 years with administrative responsibilities.

TECHNICAL SKILLS:

• Good general knowledge of applications in use in the organization.
• Good knowledge of productivity applications and desktop operation systems.
• Good knowledge of the IT environment.
• Ability to operate Helpdesk Management System.
• Good inter-personal & communication skills.

BEHAVIOURAL SKILLS:

• Can work effectively with superiors, peers, users, and service providers.
• Diplomatic and tactful.
• Confident and Persuasive/Convincing.

Preference will be given to internal candidates.

Sarawak Energy