Customer Support IT - Kuala Lumpur, Malaysia - EY
Description
The opportunity
EY DnA is the data and advanced analytics capability within EY Asia-Pacific, with over 500 specialist employees working across multiple industry sectors.
You will need passion for a career in level 1 support, where you will provide an excellent monitoring capability together with good problem solving and customer service skills.
As a Level 1 Support, you will manage multiple engagements working closely with the client and EY level 2 and 3 technical team The role will be the first escalation point for the clients.
Some of your responsibilities will include:
- Your key responsibilities
- Actively communicate with 2nd / 3rd level support teams.
- Point of contact of EY Managed Services team (To raise/acknowledge tickets or enquiries from client).
- Perform basic troubleshooting, training will be provided.
- Performs and oversees standardized operational tasks to ensure that the service levels and performance are met. Acts where necessary to address or escalate performance or operational issues.
- Initiate the procedure for handling detected incidents. Includes raising incident tickets, service request & changes request ticket to users for reference and follow ups.
- Acts as frontline to confirm problems and capture needed information.
- Escalate Major Incidents to the team leads and Service Desk Manager, ensuring communication to other team members is delivered in a timely manner.
- Deliver service against quality assurance measures providing accurate and consistent service delivery.
- Support the development and maintenance of the service desk support tools, to meet Customer and Data team needs.
- Support both positive and negative customer satisfaction results, providing our customers with a timely response in accordance with the agreed SLA.
- Quickly resolving small or easytomanage issues based on the SOP's.
- Owns the incident/service request/change ticket tracker to be shared and reviewed with the delivery manager.
- Update daily/weekly/monthly or the overall ticket status to the delivery manager or client.
- University (Bachelor) degree preferred, but equivalent knowledge and/or willing to learn
- Entry to junior level with 1 to 2 years professional experience in IT Support/Helpdesk role or experience in Azure or Data Analytics platform is an added advantage
- Customer focused, with calm and reassuring demeanor towards users
- Excellent problemsolving skills and documentation skills
Job Types:
Full-time, Contract, Fresh graduate
Contract length: 12 months
Salary:
RM3, RM3,600.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Professional development
Schedule:
- Day shift
- Monday to Friday
- Rotational shift
Application Question(s):
- What is your expected salary?
Education:
- Diploma/Advanced Diploma (preferred)
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