Operations Support Lead — Power Platform & ITSM Expert

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

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.