Lead Analyst, Operations

AIA Hong Kong and Macau; Kuala Lumpur; On-site; MYR 66,960 - 100,440; Full time

Job summary

AIA Digital+ in Kuala Lumpur is seeking an IT Service Desk analyst to be the first contact for business users, log and prioritize requests, and resolve incidents in accordance with SLA.

You will investigate issues with knowledge base references, provide solutions or workarounds, escalate where needed, and contribute to process improvements with Power Platform.

Bachelor’s degree in IT, experience with ITSM tools, and Power Platform certifications are a plus; fluent English required.

Qualifications

• Bachelor’s degree in IT or a related field is required or other relevant discipline.
• Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.
• Power Platform Certifications will be added advantage.
• Strong understanding of Power Platform function.
• Ability to troubleshoot and resolve Power Platform related issues.

Responsibilities

• Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
• Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
• Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
• Highlight and escale recurring Incidents which are similar in nature.
• Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
• Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
• Closely follow up with outstanding Incidents and Service Requests up till closure.
• Provides specialized expertise in Power Platform.
• Supports the implementation of Power Platform systems.
• Works closely with business departments to understand their requirements and recommend process improvements within Group Application, providing high-quality deliverables

Skills

Power Platform

Troubleshooting

Communication

Education

Bachelor's degree in IT or related field

Tools

ITSM Tools

Power Platform

JavaScript

React

JSON

Microsoft Office

Job description

About the Role

• First point of contact to respond to queries from AIA’s Business Users and to provide solutions based on existing knowledge base/ Admin guide.
• Responsible for interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.

Roles & Responsibilities

• Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
• Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
• Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
• Highlight and escale recurring Incidents which are similar in nature.
• Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
• Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
• Closely follow up with outstanding Incidents and Service Requests up till closure.
• Provides specialized expertise in Power Platform.
• Supports the implementation of Power Platform systems.
• Works closely with business departments to understand their requirements and recommend process improvements within Group Application, providing high-quality deliverables

Minimum Job Requirements

Education Bachelor’s degree in IT or a related field is required or other relevant discipline.

Experience

• Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.
• Power Platform Certifications will be added advantage.
• Strong understanding of Power Platform function.
• Ability to troubleshoot and resolve Power Platform related issues.

Language skills

• Fluent in spoken and written English is a must.

Technical skills

• Microsoft Office
• Power Platform
• Programming languages: JavaScript, React, and JSON (added advantage)

Special skills

• SLA familiarity and performance driven work culture.
• Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.
• Ability to diagnose and resolve basic technical issues.
• Good communication and presentation skills.
• Resourceful, independent and result oriented.
• A good team player and keen to learn.
• Proactive.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

AIA Digital+ is central to AIA’s goal of being a customer centric and world-class digital insurer, delivering world class services for our customers, partners and employees wherever they are. We believe in finding new ways every day to shape a better tomorrow. To enhance our business, we turn this belief into action through innovation and progressive solutions that are efficient, scalable and agile. We are much more than just a technology company. At AIA Digital+, the work we do makes a real difference in the lives of millions of people, every day. We empower every one of our people to have a voice and drive innovation that creates value for our customers, partners and employees. Reimagine a brighter future at AIA Digital+.

View our AIA Digital+ LinkedIn page AIA Digital+ is part of AIA Group Limited At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. View our AIA LinkedIn page Bring your difference to AIA