Description:
Provides application support services to end-users, in which the activities include investigating, resolving problems and providing information about the systems, and user access administration.

Key tasks:
•Accepts calls or emails from end users.

•Act as member of the Application Support Desk (ASD), which is the single point of contact for all calls arising from users.

•Respond to all user calls in a customer-focused and timely manner as per service level, and maintain a high level of customer satisfaction.

•The ASD analyst captures incidents/queries recording all calls and emails, resolves queries where feasible, and tracks to completion those that cannot be immediately resolved.

•Responsible for user access and security profiles administration.

•Operate effectively with minimal supervision and take “end-to-end” call ownership until the call is resolved and closed in accordance with end-user satisfaction.

•Participate in “transition to support” activities, including application training, in order to update skills and knowledge to support new applications.

•Understand and comply with regulatory policies and guidelines in daily work routines.

•Promoting use support processes throughout the Application Support Desk organization.

Look to improve efficiencies within the team.
•Act as mentor to staff with less experience.

•Be available in case team members need additional escalation assistance.

Skills and Competencies:
•Understanding of Support processes and best practices.

•Fluent in English and good communication skills in providing customer support

Education/Work experience
•Preferably education at degree level in IT, Finance or related disciplines

•Minimum 3 years in Global IT Application Support

Duration:
1 year contract

Availability:
Work on shifts/rotation basis

*Submit your Updated Resume to job@micom.com.my with current& expected salary.

Please do not hesitate to contact us for further clarifications.

Best Regards,
ProMicom Services (M) Sdn.Bhd
Tel: 06-632 2020 ext 113
Fax: 06-6326477
url : ProMICOM