Responsibilities:
Service Delivery Analyst role – similar to helpdesk support role.
This is L1 role – analyse the issues. Do issue follow-up on the progress/ticket raised. Need to meet SLA.
Receive the issue in incoming email and report to JIRA/SNOW (reporting tool) – analyse the issue, do troubleshooting, documents finding, update in the ticket. If issues cannot be solved/if support is needed, need to escalate to L2 (deep dive analysis) and L3 (developer).
Provide update of the status to stakeholders (internal), - PO, branch user, Back Office user.
Host call – run through the status of ticket, current status, root cause (follow-up with relevant team on this).
Work with team of service provider from vendor’s side, and from internal back-up system. This particular team will solve the issue. The worker will follow-up with the team on the progress.
Coverage: Hong Kong, Malaysia (main focus), Philippines, SG, Indonesia and Vietnam.
Team structure in Malaysia: 7 people (helpdesk support, BA and Developer team).
Worker will have dotted line report to regional support lead. He oversees support role in Asia market.
Job Type: Contract
Contract length: 12 months
Pay: RM2,228.49 - RM8,000.00 per month
Benefits:

• Health insurance
• Professional development

Schedule:

• Monday to Friday