Job Summary:
Monitor the Helpdesk activities are adhere to the business service level agreement to ensure;
- Scheduling of activities in accordance with the daily schedule and customer request.
- Zero WO (Work Order) pending.
- Zero Nonperformance on the response/acknowledgement of the complaint.
- Timely submission of report & record to the business and customer.
Job Responsibilities:
- Supervising a variety of help desk functions to ensure effective and accurate completion of customer help desk requests.
- Ensure complaint through e-Aduan/telephone/letter are responded accordingly.
- Ensure timely distribution of WO - Preventative Maintenance (PM) & Corrective Maintenance (CM) to the respective technical department.
- Coordinate with M&E and C&S Department on the equipment ON/OFF scheduling.
- Monitor the due date of the WOs and follow up with the relevant departments.
- Provide justification on EOT for pending WOs.
- Analyze customer feedback and propose action plan for improvement.
- Prepare monthly report & record.
- Ensure company policy and regulations are uphold by all staff.
- Any other tasks assign by immediate superior/management from time to time.
Job Requirements:
- Minimum Diploma in relevant field.
- Minimum 3 years experience with at least 1 year supervisory in helpdesk field.
- Well-versed in MS Office especially MS Word, MS PowerPoint & Excel
- Knowledge in using graphic design tool such as Canva or Photoshop will be an added advantage.
- Excellent problem-solving and communication skills
- Customer service oriented
- Good interpersonal skills and ability to build strong client relationships.
