Company Description
COURTS Malaysia, part of Nojima APAC Limited and wholly owned by Japan's Nojima Corporation, is a leading retailer specializing in digital and electrical home appliances, IT, and furniture products. Since opening in 1987, COURTS has expanded to operate over 46 stores nationwide, offering a seamless one-stop shopping experience with flexible in-house financing solutions. The company strives to make aspirational home products affordable and continuously innovates to enhance its shopping experience. With a commitment to competitive pricing and customer satisfaction, COURTS provides a dynamic environment for career growth alongside a multicultural team of retail professionals. Join COURTS to be part of its exciting journey toward significant expansion in Malaysia.
Role Objective
Ensure that help desk staff use and maintain incident /problem management databases or other help desk software so that help desk activities and performance can be monitored and tracked.
Key Responsibilities
- Overall management of Service Desk performance to ensure service levels and customer satisfaction are achieved or exceeded.
- Responsible for timely resolution of incidents and requests submitted to Service Desk.
- Generate periodic reports and performance dashboards to be presented to ICS team in an order to improve quality of service.
- Ensure that repeated incidents are identified and rectified through problem and change management procedures.
- Train, coach and mentor Service Desk Analysts / Engineers.
- Work closely with peers from Level 2 support and/or vendors to ensure timely resolution of issues reported.
- Ensure timely escalation of issues when necessary and work closely with Level 2 support and/or vendors to troubleshoot and resolve issues as per Service Level Agreements.
- Ensure smooth handover of open ICS Service Desk incidents and service requests during shift changes so that these tasks can be followed up and completed in the subsequent support period.
- Conduct regular meetings with Service Desk team to discuss pressing issues and share with them the latest updates and any changes to current processes.
- Administer & maintain the availability of Support works (Service Desk system).
- Flexible and able to undertake any other assignments assigned by Head of ICS from time to time.
Key Requirements
- University Degree.
- 3 to 5 years of experience in ITIL and service desk support
- Ability to provide extended support during business hours
- Well experience in Google Workspace and Microsoft O365
- Knowledge in Navision ERP system, or Business Central will be added advantage
