Service Desk Analyst | Kuala Lumpur, MY

Hong Leong Bank; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

Join a leading financial institution in Malaysia as a Service Desk professional. This role involves managing IT incidents, ensuring customer satisfaction, and supporting a diverse team. Be part of a dynamic environment that values innovation and career growth.

Qualifications

• First-level support aiming for issue resolution on the first call.
• Manage expectations and ensure timely resolution of service requests.

Responsibilities

• Log and manage IT incidents and service requests end-to-end.
• Monitor queue aging and prioritize cases accordingly.
• Prepare daily operations reports.

Skills

Customer Satisfaction

Data Accuracy

Incident Management

Coaching

Job description

If you are looking to excel and make a difference, take a closer look at us...

This role is engaged through a third-party contractor.

Service Desk Frontend

1. Manage expectations of the service scope of work.
2. Perform services with high commitment and timeliness to meet performance standards and ensure customer satisfaction.
3. Act as the primary contact for each log received, handling it end-to-end.
4. Receive, accept, and log new tickets for reported IT Incidents and Service Requests promptly.
5. Provide first-level support with the aim of resolving issues on the first call without escalation.
6. Ensure data accuracy and completeness when logging or escalating tickets, including supporting evidence.
7. Follow up on cases with relevant support teams until resolution.
8. Perform warranty checks and issue Part Sales Work Authorizations to end users based on incoming service requests.
9. Receive Part Sales POs via procurement portal and authorize part orders/allocations.
10. Ensure completeness of PO deliverables, including service report forms with customer stamp, cost center, and other details.
11. Upload supporting documents into the procurement portal for approval before billing.

Service Desk Backend

1. Manage assignment of incoming calls, emails, and cases, ensuring timely resolution within service levels.
2. Guide and coach agents.
3. Monitor queue aging and prioritize accordingly.
4. Serve as primary liaison for high-severity IT incidents.
5. Prepare daily reports on operations.
6. Oversee operations to ensure resource availability and quality compliance.
7. Analyze trending issues and develop support guidelines for the Known Errors Database (KEDB).
8. Support efforts to reduce incoming loads by creating self-service guides and maintaining records in the Knowledge Management Database (KMDB).
9. Prepare periodic reports.

About Hong Leong Bank

We are a leading financial institution in Malaysia with a century of entrepreneurial heritage. Our comprehensive financial services are guided by a Digital-at-the-Core ethos, earning us industry recognition for our innovative approach to banking. Our offerings span a vast nationwide network in Malaysia, with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We value diversity, inclusion, and merit, aiming to infuse diverse thinking and skillsets into our organization. Candidates are assessed based on merit and potential. We are committed to digitizing the employee journey to foster lifelong learning, career growth, and internal talent development.

Realize your full potential at Hong Leong Bank by applying now.

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