Team Lead cum EUC
Konica Minolta Malaysia
Date: 3 weeks ago
City: Petaling Jaya
Contract type: Contractor
Job Requirement
- Candidate should possess a Professional Certificates, Diploma / Advanced Diploma, Bachelor Degree or equivalent in Engineering (Computer / Telecommunication),Computer Science / Information Technology.
- Preferably at least 4 years of related working experience.
- Preferably Executive specializing in Information Technology or equivalent.
- Good communication skills in English, Malay language for both spoken and written.
- 1 Contract positions available.
- To work closely with KMBS SDM team in conveying the team’s direction and targets.
- Coach and mentor team members in achieving their work performance.
- Delegate responsibilities to relevant team members for specific tasks for both BAU and ad-hoc requests.
- Assist AIA Digital‘s IT to coordinate application and software releases (includes resource planning allocation), CEO initiatives or group initiative tasks, etc.
- Ensure tasks and activities are compliant to AIA standards.
- Attend meetings, training or seminars, including work with other departments.
- Upkeep tardiness of the team, ensure that all headcounts are accounted for and liaise with KMBS Service Delivery Manager in ensuring availability of all headcounts.
- Ensure that whenever a team member takes leave/ EL or who is on MC, have a proper handover of pending tasks for the rest of the team to follow up in their absence.
- Oversee the status of tickets on a day-to-day basis; including current tickets per agent, current unattended tickets and follow up with respective PIC.
- Ensure outstanding tickets are handled on a timely manner and follow up with respective team members if there are no updates on their tasks/tickets.
- Prepare monthly duty roster/timesheet.
- Analyze recurring problems and impact. Perform a basic root-cause-analysis on those issues.
- To act as the first point of contact between KMBS and AIA Digital.
- Upload and update documents in AIA knowledge base.
- To act as point-of-escalation for the team members for any high priority incidents / requests, ensuring that the team handles such tickets efficiently and effectively.
- Stand-in for team members whenever required, including taking over new and existing cases whether onsite and remotely, following the tasks below:
- To provide technical and process assistance to end-users via phone, email, live chat or web-form.
- To diagnose and troubleshoot end-users’ problems with various IT tools.
- To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level.
- Log IT requisition/problems for end-users into Ticketing System (Service Now)
- Escalate to 2nd level support group when required with detailed description of the problem for further trouble-shooting and resolution.
- To monitor the escalation procedures and keep end-users informed.
- Responding to the users by answering the telephone calls or by conducting field visits.
- Analyzes and clarifies the queries by conducting research and troubleshooting the issues.
- Ability to troubleshoot network, hardware and software problems quickly and accurately via phone, email, remotely and on-site within AIA Digital.
- Provide necessary operation reports and documentation.
- Responsible for providing end users support such as troubleshooting PC/Notebook, configure software, troubleshoot applications software, ip phone configuration, installing ip phone, tablets (e.g.. iPad), smart phones (ex. iPhone, Samsung), printers, local area networks, wide area networks, any piece of computer related peripheral or software that end user would be using.
- To provide level 2 technical and process assistance to end-users via phone, email, live chat, web-form or on site whenever necessary.
- To diagnose and troubleshoot end-users’ problems with various IT tools.
- To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level.
- Escalate to 3rd level support group when required with detailed description of the problem for further troubleshooting and resolution.
- To monitor the escalation procedures and keep end-users informed.
- Performs work in compliance within AIA Digital specified standards.
- Maintains records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software.
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