Service Support & Incident Response Specialist

Ericsson; Shah Alam; On-site; MYR 50,000 - 85,000; Full time

Benefits offered by this job

Dental Eye care

maternity reimbursement

mobile subsidy

Medical

Job summary

Ericsson is seeking a Service Support Specialist in Malaysia to organize and oversee proactive and reactive maintenance, ensuring SLA adherence. The role covers incident management, helpdesk coordination, and field dispatch, with focus on rapid resolution and customer satisfaction.

The position involves managing work orders, spare parts logistics, and status updates, enabling efficient field operations and service delivery for clients.

Qualifications

• Experience in incident management within a service delivery environment.
• Familiarity with ITIL processes and incident handling.
• Proven ability to coordinate multiple stakeholders and communicate effectively.

Responsibilities

• Coordinate and manage 'Customer Problem Management', 'Helpdesk', and 'Field Dispatch'.
• Communicate efficiently with the Customer Care Centre to resolve issues to the customers' satisfaction.
• Assign and manage work orders for field personnel, facilitating optimal utilisation and productivity.
• Initiate and drive customer incident management, assisting in the resolution process.
• Track and manage customer incidents and problems, providing regular status updates.
• Handle logistics for spare part coordination, from locating to updating work orders with information.

Skills

Incident management

Contact Centre

Incident Management Support

MS TOP

Spare part handling

Work Order

Communication

Remote Site Access Control

1st level Incident Management

Call Centers

ITIL Framework

Site Security

Tools

MS TOP

ITIL Tools

Job description

Ericsson is seeking a Service Support Specialist in Malaysia to organize and oversee proactive and reactive maintenance, ensuring SLA adherence. The role covers incident management, helpdesk coordination, and field dispatch, with focus on rapid resolution and customer satisfaction.

The position involves managing work orders, spare parts logistics, and status updates, enabling efficient field operations and service delivery for clients.