Job Title: Service Desk Specialist
Job Profile Summary
In this role, you will provide first-level Information Technology support to Agency Distribution, PRU FA and Bancassurance users. You will work closely with various IT teams to deliver timely, effective and customer-focused support to the distribution channels.
Job Description
- Handle walk-in, incoming call and email enquiries from the sales force, demonstrating excellent customer service skills to meet and exceed customer expectations.
- Follow up on and resolve complaints, ensuring satisfactory closure within the agreed service standards.
- Work closely with team members and leaders to achieve quality outcomes and productivity targets.
- Channel and escalate unresolved issues or complaints to relevant stakeholders or the next level of support in accordance with agreed procedures.
- Participate in ad hoc projects and initiatives as required.
- Proactively identify areas for service and process improvement and provide recommendations to the team leader.
- Provide onsite system support when required.
- Ensure all PSD Operations SOPs are kept up to date and aligned with operational requirements.
- Document new processes relating to PSD Operations to support consistency, knowledge sharing and operational continuity.
Who We Are Looking For
Competencies and Personal Traits
- Independent, focused and able to work effectively across different functions.
- Excellent verbal and written communication skills, with strong interpersonal skills.
- Adaptable and able to perform well in a dynamic work environment.
- Able to multi-task, meet tight deadlines and work effectively in a fast-paced environment.
Working Experience
- More than 1 year of experience in a similar IT support or service desk role.
Education
- Diploma or Degree in Information Technology or a related field of study.
Language
Deskside Support
