Life at U Mobile
We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.
At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.
Let's start your journey with an award-winning organization!
#UnbeatableCareerAwaits
Top Reasons To Join Us!
- Awarded For
- Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
- Bronze Winner in Cross-Generational Workforce Engagement (2024)
- Gold Winner for Excellence in Workplace Culture (2021)
- Comprehensive medical, dental, optical and insurance benefits
- Flexi working hours arrangements
- Staff Line & Device Subsidy
- Smart Casual Attire
- Child Parental Care Leave
- Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
- Special employee discounts for selected F&B Brands
Role
The Day-To-Day Activities
To support helpdesk daily operation, process improvement, projects, and the adoption of Gen AI operational tools to enhance efficiency and service quality.
Key Responsibilities
- Handle trouble tickets and complaints received including troubleshooting and escalation within the Service Level Agreement (SLA)
- Escalate urgent or recurring operation issues to second level / vendor / management
- Manage and follow up closely with vendors to ensure escalated issues are resolved within SLA
- Plan and implement continuous process improvement on daily operations
- Leverage Gen AI tools for ticket analysis, trend identification, knowledge base optimization, automation opportunities, and operational reporting
- Communicate and collaborate with internal teams and vendors for problem solving
- Submit regular feedback and activity reports to immediate superior
- Practise knowledge sharing and continuous learning on new services / products / promotions including emerging AI capabilities
About You
- Diploma or Degree in Information Technology, Computer Science, Business Administration, or related field
- Minimum 24 years of experience in IT Helpdesk, Service Desk, or Business Operations Support
- Strong understanding of incident management, SLA tracking, and escalation processes
- Experience working with ticketing systems (e.g., JIRA, ServiceNow or similar tools)
- Good analytical and problem-solving skills with ability to identify root causes
- Experience or exposure to automation, reporting tools, or Gen AI operational tools will be an added advantage
- Ability to analyse ticket trends and recommend process improvement initiatives
- Strong vendor management and stakeholder communication skills
- Able to work independently, manage priorities, and handle high-volume operational environments
- Good documentation and reporting skills
#LA-R1
What's Next Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.
