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SERVICE DESK QUALITY CONTROL [SY2149-21]

Job title: SERVICE DESK QUALITY CONTROL [SY2149-21]
Contract type: Permanent
Location: Malaysia
Specialisation:
Salary: RM3,500 - RM4,500
Start date: 16 Apr 2021
Job Reference: 45852
Contact details: Syamil Ramli
Contact email: syamil.ramli@jac-recruitment.com
Job published: 20 days ago

JOB RESPONSIBILITIES

  • To enable the successful delivery of Service and Process Management processes by updating, maintaining and providing reports from Service Management tools and systems.
  • Data Accuracy - enters data into databases according to the relevant process descriptions (i.e. asset management, change management).
  • Reporting - collects and evaluates relevant reports and escalates non-conformance.
  • Investigates and analyses data following alerts and complaints. Produces specific reports as required by management.
  • Monitoring Service Delivery - Measures performance of service delivery against operational level agreement or service level agreement. Reports any divergence from acceptable plan and escalates to appropriate authority.
  • Operational Support - May support process managers and service delivery managers with ad-hoc tasks, i.e. internal asset management, information distribution, special project preparation.
  • Key Performance Indicators - Quality of data (in databases or reports), Productivity statistics, Customer satisfaction score.
  • Quality of reports and work in relation to standards/Service Level Agreement, compliance and time

JOB REQUIREMENTS

  • Must have minimum Diploma with 2 years experience with quality control and service desk/call center environment.
  • Good written and verbal communication skills
  • Excellent problem-solving and analytical skills
  • Keen attention to detail