Specialist, IT Service Management

DKSH Group; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player seeks a Specialist in IT Service Management to enhance service delivery efficiency. In this pivotal role, you will monitor and resolve IT incidents, ensuring timely resolutions and high customer satisfaction. Collaborating with various teams, you will implement best practices while analyzing performance metrics. Your analytical and communication skills will be essential in driving service improvements and providing insights to leadership. If you're resourceful and process-oriented, this opportunity allows you to make a significant impact on IT service quality within a dynamic organization.

Qualifications

• Bachelor's or master's degree in computer science or related field.
• Familiar with IT Service Management and quality frameworks.

Responsibilities

• Monitor and resolve Incident and Service Request tickets.
• Assist in processing routine administrative tasks for Change Management.
• Provide reports and insights on incident trends.

Skills

IT Service Management

Analytical Skills

Communication Skills

Customer Satisfaction

Attention to Detail

Education

Bachelor's degree in Computer Science

Master's degree in Computer Science

Tools

Canva

Adobe Products

CapCut

Job description

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Title: Specialist, IT Service Management

Location:

Kuala Lumpur, MY, MY

Global Business Unit: OTH

Job Function: Information Technology

Requisition Number: 168292

Description:

Job Summary:
As part of IT Service Management team, you will play a crucial role in ensuring the efficiency and effective delivery of IT services within the organization. You will be responsible for assisting to improve the IT service delivery processes, implementing best practices, and collaborating with various teams and stakeholders. Your role will involve supporting the team in managing IT service processes, assisting with the implementation of best practices, and working with different teams and stakeholders. Your focus will be to help ensure high-quality service delivery while meeting the required service levels.

Responsibilities:
• Monitor, own and resolve Incident and Service Request tickets on a 1st level basis for the IT Service Management team.
• Raise service interruption notifications and ensure that correct focus and priority is given to major incidents (P1/P2)
• Ensuring timely and efficient resolution of IT incidents by coordinating with the right teams.
• Assist in performing tasks such as detailed analysis, trending, and data visualization across the various IT Service Management areas.
• Providing reports and insights to leadership on incident trends and performance metrics.
• Assist Change Management process owner in processing routine administrative tasks.
• Assist ITSM process owners in executing IT service management strategies and monitor operations to meet the global-wide standards for best practices.
• Work in conjunction with all DKSH IT key stakeholders to assist the team to identify, implement and drive service improvements to increase customer satisfaction.
• Assist and coordinate in BCP due diligence and exercises.
• To assist other tasks and projects within the team as and when needed.

Qualifications
• Bachelor's or master's degree in computer science or a related field.
• Familiar with IT Service Management and quality framework
• Service-oriented and possess a good understanding of issues relating to customer satisfaction.
• Proven competency to handle confidential/sensitive information in an appropriate and secure manner.
• Excellent analytical and communication skills.
• Have a sense of urgency.
• Process-oriented, hands-on, and possess high levels of attention to details and accuracy.
• Resourceful and able to work independently.
• Experience with media creation tools like Canva, Adobe products, or CapCut is a plus but not required.