Senior Support Engineer

Job Summary

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.

Key Responsibilities

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.

Skill Requirements

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:

• Proficiency in English.

Staff is required to work 4 weekdays and at least one weekend or PH per week with 2 rest days. Shift Schedule ( Malaysia timing) Mon to Sat, Operating hours is 9am to 10pm For Mon to Fri, the team is split into 2 shifts.> AM shift - 8.45am to 6.30pm (1 hr lunch break)> PM shift - 12.30pm to 10.00pm (1 hr dinner break) For Sat, the team is split into 3 shifts> Slot #1 - 8.45am to 2pm> Slot #2 - 1pm to 6pm> Slot #3 - 5pm to 10pm Sun / PH, Operating hours is 9am to 5pm For Sun, team will be split into 2 shifts> Slot #1 - 8.45am to 2pm> Slot #2 - 12pm to 5pm

Other Requirements

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