Latest job vacancies at Selangor Human Resource Development Centre (SHRDC). Applications are invited from qualified Malaysian citizens to fill vacancies in Selangor Human Resource Development Centre (SHRDC) as :1. Service Desk Analyst
Responsibilities
* To provide a single point of contact and support for Customers through Voice, Email, Web and other relevant channels in relation to technology related incidents and requests.
* To facilitate the restoration and fulfillment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities
* The administration of user accounts, including system access rights, across all IT services within the enterprise. It also includes the administration of Non-User Service accounts in conduction with the needs of System Administration.
*Review security-related access rights practices, directives and guidelines.
*Ensures the compliance of suppliers of DP services, to access rights policy and guidelines
*Provide for review and consultation with respect to software and hardware products offering access rights capability.
* Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis
* Ensure customer satisfaction through improved service and quality
* To attempt and ensure First Call resolutions on technology related incidents and requests within the Level I support team and in case of requirements, escalate to Level II or Level III Technology Support Teams with relevant diagnosis and documentations.
* Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers
* Maintain Customer Service Skills to agreed standards for all interactions.
* Identify and highlight to the appropriate authority any service concern or improvement opportunity
* Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations
* Develop understanding of ITSC business solution and seek out improvement opportunities
* Adherence to the specified standards of Quality and Audit / Risk requirements
* Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.
* To build relationship & network with stakeholders within & outside ITSC.
Requirements
* Possess a Degree in Computer Science / Technology or its equivalent.
* Graduates from other discipline like Business Administration, Economics, and Mathematics will also be considered.
* Preferably with 1 year of experience in Service Desk environment
* Good interpersonal and communication skills
* Must be detail oriented, highly organized and able to handle a variety of tasks in an efficient manner.
* Strong ethics, loyalty and genuine concern for the needs of others
* Adept at applying generalist IT knowledge to specific problem resolution situations
* Familiarity with hardware/software components and terminology.
* Experience analyzing hardware and software problems and making a diagnosis quickly
* Strong customer service background, ability to work in a team environment, enjoy working with people
* Strong analytical and statistical skills
* Metrics Driven
* Self Learner / Quick Learner
* Mandarin speaking candidates are encourage to apply.
Closing date : 01 December 2013
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