Senior Service Desk Specialist (Contract)
AEON BankKuala Lumpur, Kuala Lumpur, Malaysia30+ hari lalu
Penerangan pekerjaanCollaborate with the IT team to integrate ITSM tools with other systems and applications. Generate reports and analyze data from ITSM tools to identify trends and areas for improvement. Incident Handling : Log and prioritize incidents and service requests in the service desk system. Provide first-line technical support to end-users, diagnosing and resolving issues or escalating them as necessary. Customer Support : Offer guidance and training to end-users on using IT systems and applications effectively, including first time computer login for new joiners. Ensure that service desk inquiries are resolved or properly escalated within established service level agreements (SLAs). Drive initiatives to improve user experience and satisfaction based on feedback, surveys, and metrics. Service Desk Support : Assist in resolving complex incidents or service requests escalated by the service desk. Contribute to the continuous improvement of the service desk function. Problem Solving : Identify and resolve common IT problems, such as password resets, account provisioning, and access issues. Document issue resolution steps and maintain a knowledge base for common problems. Documentation and Reporting : Perform user access and user activity logs review. Develop and implement troubleshooting guides, FAQs, and self-service resources. Mentor junior Service Desk Specialists on documentation practices and troubleshooting methods. Maintain accurate and up-to-date documentation related to ITSM processes, including procedures, work instructions, and reports. Prepare regular reports on service performance, incident trends, and compliance metrics. Governance & Compliance Support : Enforce and monitor adherence to information security policies, especially concerning user access, privileged accounts, and sensitive systems. Assist with technology risk assessments and business continuity procedures as part of the bank’s IT governance framework. Collaborate with other IT teams to resolve complex issues and implement solutions. Assist in the testing and deployment of software updates and hardware configurations. User Training : Conduct training sessions and workshops to educate staff on ITSM principles and practices. Bachelor's degree in Computer Science, Information Technology, or a related field. Previous experience in a service desk or customer support role is preferred. Strong technical skills in troubleshooting and supporting MacOS operating systems, Google Workspace and hardware peripherals. Excellent communication and interpersonal skills. Exceptional problem-solving abilities and a commitment to delivering high-quality customer service. ITIL Foundation certification or relevant IT certifications are a plus. Ability to work under pressure and handle multiple tasks in a fast-paced environment. Associate Contract Analyst, Information Technology, and Quality Assurance
Senior Service Desk Specialist (Contract)
AEON Bank Federal Territory of Kuala Lumpur, Malaysia
Overview
The Senior Service Desk Specialist plays a key role in ensuring secure, reliable, and efficient IT service delivery in a highly regulated banking environment. Acting as a technical escalation point and service champion, this role supports the continuous improvement of IT support operations while upholding the highest standards of service, compliance, and end-user satisfaction. The specialist collaborates closely with cross-functional teams to maintain operational stability and security in alignment with banking industry best practices.
Responsibilities
- ITSM Tool Administration :
Administer and configure ITSM tools (ServiceNow), ensuring optimal functionality and usability.
Act as the initial point of contact for all IT-related incidents, service requests, and inquiries including first point of contact for Major incidents.
Deliver exceptional customer service by actively listening to user issues and addressing them in a courteous and professional manner.
Provide guidance and support to the service desk team on ITSM processes and procedures.
Troubleshoot hardware and software issues on desktops, laptops, mobile devices, and peripherals.
Maintain accurate records of incidents, service requests, problems, change requests, and CMDB tables.
Support audit, compliance, and regulatory requirements through timely execution of access reviews, data logs, and change records.
Assist in the development and delivery of user training materials and sessions to enhance end-user capabilities and self-service.
Requirements
Seniority level
Employment type
Job function
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Specialist Contract • Kuala Lumpur, Kuala Lumpur, Malaysia
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