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Service Centre Operations Analyst
2 weeks ago
This role is responsible for delivering excellent technical/non-technical support on global internal customers with outstanding customer service, satisfaction, and timeliness within the organization's service level targets.
Key Responsibilities:- Support Service Centre activities on a scheduled 7x24 shift roster (including Saturday, Sunday and Public Holiday) with days-off as compensation.
- Provide analytic oversight into Incident Management and Request Fulfilment processes and procedures to ensure that a high-quality service is provided to global internal customers.
- Perform the day-to-day activities of Service Centre via multi-channels requests, but not limited to phones, web chat, e-forms, emails, face-to-face, to ensure:
- Incidents are resolved at first contact or escalated timely to appropriate support parties.
- Requests are fulfilled at first contact or dispatched timely to appropriate fulfilment parties.
- Outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches.
- Accurate incident records are available to support problem management process.
- Attend duties at Technical Lounge to resolve issues and requests related to mobile services.
- Coordinate IT procurement and the delivery of service requests.
- Drive service continuous improvement to boost efficiency of service centre operations or cost saving initiatives, e.g., LEAN / Six Sigma process, automation, improve First Contact Resolution.
