Job Description

Greetings!! As per reference to Monster Profile, I hereby request you to go through the below job description & let me know your interest for the same. \xe2\x80\xa2 Support Service Centre activities on a scheduled 7x24 shift roster (including Saturday, Sunday and Public Holiday) with days-off as compensation. \xe2\x80\xa2 Provide analytic oversight into Incident Management and Request Fulfilment processes and procedures to ensure that a high-quality service is provided to global internal customers. \xe2\x80\xa2 Perform the day-to-day activities of Service Centre via multi-channels requests, but not limited to phones, web chat, e-forms, emails, to ensure: o incidents, requests, events, and enquiries are received, recorded, categorized and prioritized accurately in a timely manner o incidents are resolved at first contact or escalated timely to appropriate support parties o requests are fulfilled at first contact or dispatched timely to appropriate fulfilment parties o 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 o outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches o resolved incidents and fulfilled requests are verified before they are closed o accurate incident records are available to support problem management process o handle enquires and issues reported by VIPs in priority \xe2\x80\xa2 Coordinate IT procurement and the delivery of service requests. \xe2\x80\xa2 Coordinate activities to resolve incidents and restore normal service. \xe2\x80\xa2 Identify possible and potential problems and alert Problem Management Team. \xe2\x80\xa2 Act as deputy Team Lead in handling major incident, crisis management and escalation in according to the pre-defined processes, when required. \xe2\x80\xa2 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. Good-to-Have \xe2\x80\xa2 Minimum 3 years\xe2\x80\x99 solid working experience in the IT industry, with at least 2 years in a similar role \xe2\x80\xa2 Tertiary educations are desirable \xe2\x80\xa2 Certifications in ITIL is desirable \xe2\x80\xa2 Customer service oriented and good team player \xe2\x80\xa2 Knowledge and experience in Incident Management and Request Fulfilment processes \xe2\x80\xa2 Strong problem solving and analytical skills \xe2\x80\xa2 Good communication and interpersonal skills \xe2\x80\xa2 Self-motivator and self-starter \xe2\x80\xa2 Solid time management skills \xe2\x80\xa2 Creative ability and innovation mindset \xe2\x80\xa2 Ability to multitask and successfully operate in a fast paced, team environment \xe2\x80\xa2 Must adapt well to change and successfully set and adjust priorities as needed \xe2\x80\xa2 At least 1 year of experience in bots platforms or any other communications portals \xe2\x80\xa2 Experience in ITSM tool \xe2\x80\xa2 Hands-on in workflow management and e-forms design is an advantage \xe2\x80\xa2 Solid experience in data analytics / AI / Automation technology would be an advantage Location: Malaysia Please send the update CV along with the following information to som@ridik.net If you are not interested, please refer to your friends. Full Name: Nationality: Current Location: Visa Status: Total years of experience: Relevant years of experience: Current salary: Expected Salary: Notice period: Reason for leaving: Thanks & Regards Soumendra Whatsapp : (+91) 7735866336
Who We Are: We provide business consulting & technology services to small, mid, large & startup organizations across multiple industries. Consultation on all aspects of the business process that have the ability to affect the outcome. We specialize on dashboards, strategy, technology architecture and landscape, business transformations and processes. Our Mission: To be acknowledged as a preferred business and technology service provider for consistently providing Thoughtful & Effective solutions for our clients. The Cutting Edge: Best mix of Domain Expertise and Industry knowledge with tailor made solutions for different business and technology needs through a Thinking Approach and performance driven. Value Proposition: At RiDiK, we have tried humbly to re-define \xe2\x80\x9cservices\xe2\x80\x9d by adding a component of Consulting into it. This means that we endeavor to specialize in providing Business Consulting Solutions and not just plain services. Our Believe: We focus on attracting talent not hunting for talent. Our Values: Honesty: Honest hearts, honest actions\xe2\x80\xa6 We talk straight and to the point. Passion: Put our heart and soul into it. Teamwork: Go together, go far.
Bachelor\'s or Equivalent