Job Description

Job Responsibilities: Customer

• Provide a high quality, first level of support to all stakeholders in resolving issues and ensure that a clear customer focus is maintained and that support calls are dealt with inside agreed service level agreements (SLAs).
• Ensure the Service requests, issues and Problems tickets are logged in ITSM ticketing system.
• Escalate more complex server and system operation issues to the relevant level 2 and 3 teams and ensure a timely resolution and closure of tickets within SLAs.

• Perform OVS system related operations, monitoring OVS cut off times to ensure users printing devices are offline. Monitoring of OVS daily transfer of batch printing files to outsourced vendors are completed timely and reports are delivery for external print processing.
• Document and update the monitoring procedures and escalate any unusual activity.
• Perform the daily scheduled tasks and ensure these are carried out in a timely manner. This includes but not limited to daily CTS download and OM processing.
• Endure the provision and delivery of a support services within operationally agreed targets during the approved service hours.
• Ensure that both Ad-hoc request and daily tasks and activities are maintained within agreed service and operating levels and that support levels are maintained adequately.
• Contribute towards the team’s strong service delivery ethos placing customer service and responsiveness as primary focus.
• Adhere to all company policies as well as guidelines.

• Minimum 2 years of customer service experience in IT environment.
• Comfortable to do shift work and work on weekends and public holidays
• Experience in Data Center operation functions, performing monitoring and daily tasks.
• Experience in handling customers call and good problem escalation skill.
• Good interpersonal skills and communication skill to deal effectively with others.
• Ability to organize priorities to ensure that requests are completed on time.
• Knowledge in IT computer operation. Handling daily operation of running batch job,
• monitoring and handling of external printing service.
• Helpdesk or Service Desk customer handling experience meeting customer satisfaction.
• Added advantage with industry certification in ITIL Foundation or ITIL intermediate Certification.