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Engineer, Service Desk

Date: 28-Oct-2020

Location: Malaysia, Malaysia

Company: Singtel

Position:                            Service Desk Engineer

 

Report to:                          Team Lead/Operation Manager

 

Sub ordinate:                     N/A

 

Responsibility:

 

  • Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
  • Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
  • Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
  • Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
  • Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
  • Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.


1) Quality Management System

 

1.1.1. Responsible for duties and functions as stipulated in Operations, Human Resource, Purchasing and Management Procedures of the firm’s Quality Management System and:

1.1.2 Taking accountability for the effectiveness of the quality management system.

1.1.3 Ensuring the integration of the quality management system requirements into the organization’s business processes.

1.1.4 Promoting the use of the process approach and risk-based thinking.

1.1.5 Communicating the importance of effective quality management and of conforming to the quality management system requirements.

1.1.6 Ensuring that the quality management system achieves its intended results.

1.1.7 Engaging, directing and supporting persons to contribute to the effectiveness of the quality management system.

1.1.8 Promoting improvement of the quality management system.

1.1.9 Supporting other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility.

1.1.9.1 Demonstrates leadership and commitment with respect to customer focus by ensuring that:

1.1.9.2 Customer and applicable statutory and regulatory requirements are determined, understood and consistently met;

1.1.9.3 The risks and opportunities that can affect conformity of products and services and the ability to enhance customer satisfaction are determined and addressed; and

1.1.9.4 The focus on enhancing customer satisfaction is maintained.

1.2 Formulates company’s quality policy

1.3 Chairs Management Review Meeting

 

2 ) Information Security Management System

 

2.1 Responsible for duties and functions as stipulated in Operations, Human Resource, Purchasing and Management Procedures of the firm’s Information Security Management System and:

2.1.1 Ensure the information security policy and the information security objectives are established and are compatible with the strategic direction of the organization.

2.1.2. Ensure the integration of the information security management system requirements into the organization’s processes.

2.1.3 Ensure that the resources needed for the information security management system are available.

2.1.4 Communicate the importance of effective information security management and conforming to the information security management system requirements.

2.1.5 Ensure that the information security management system achieves its intended outcome(s).

2.1.6 Provide supporting personnel to contribute to the effectiveness of the information security management system.

2.1.7 Promote continual improvement.

2.1.8 Support other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility. 

2.1.9 Delegate authority to each team to enforce the security in their area of work.

2. 2 Review and endorse information security policies.

2.3 Chairs Management Review Meeting

 

Authority:                      Not applicable

 

Minimum Qualification:

 

  • Candidate must possess at least a Professional Certificate, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent.
  • Experience and Skill Requirements
  • Possess 0-3 years of working experience in related field. Those who have relevant exposure or experience in telecommunication industry especially dealing with technical or helpdesk support environment is preferred.
  • Must be able to work under minimum supervision, tight deadlines, independently, dynamic and fast-paced environment.
  • Knowledgeable in Windows OS, Macintosh, Citrix, MS Office, Outlook and other Desktop applications are added advantageous.
  • Required skill: Proficient in remote access and control technologies.
  • Required language(s) : Fluent in English both written and oral.