Service Coordinator-IT Service Management

  • Competitive
  • Cyberjaya, Selangor, Malaysia
  • Permanent, Full time
  • IBM
  • 30 Sep 16

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Job Description
Role and Responsibilities
•Completely own an Incident or Service Requests throughout its life cycle and drive it until closure (For In Scope Incidents) •Improve user satisfaction through better communication and notifications •Improve service delivery performance and overall service quality at Service Desk •Ensure compliance on tickets (Adhere to process compliance) •Responsible for monitoring queue(s) within ServiceNow during business hours •Assess IBM End to End team resources and capacity •Monitor existing tickets and escalate to management if at risk of missing the Service Level targets •Initiate or receive the transfer of misrouted tickets , and determine if correctly assigned •Establish regular meetings with non-IBM team leaders to discuss ticket management and queues •Meet regularly with IBM 3rd Line resolver team managers to prioritize tickets and track progress •Establish and maintain a relationship between SD and non-IBM teams •Maintain agreed contact/escalation/communication policies with all non-IBM resolver teams •Establish the Escalation Team, who will own and track Escalations and Expedite Requests •End to End Ticket Manager will take ownership of the tickets which have been transferred excessively and ensure it is addressed by the appropriate resolver group until closure •Publish performance of all resolver groups; with the ability to sort by region

Required Technical and Professional Expertise

  • Ensure the User receives daily updates on the progress of Escalated/Expedited tickets
  • Escalate to End to End Ticket Manager any ticket at risk of breaching the SLA
  • Engage the relevant resolver group before ticket breaches the SLA
  • Engage and escalate to End to End Ticket Manager when they do not receive any response from the resolver groups
  • Escalate to End to End Ticket Manager any ticket not accepted into clear ownership by resolver team


Preferred Technical and Professional Experience
  • Ensure the User receives daily updates on the progress of Escalated/Expedited tickets
  • Escalate to End to End Ticket Manager any ticket at risk of breaching the SLA
  • Engage the relevant resolver group before ticket breaches the SLA
  • Engage and escalate to End to End Ticket Manager when they do not receive any response from the resolver groups
  • Escalate to End to End Ticket Manager any ticket not accepted into clear ownership by resolver team

Role ( Job Role )
Service Coordinator

Primary job category
Technical Services

Contract type
Regular

Employment Type
Full-Time

Secondary Job Category
Other Technical Services

Required Education
Associate's Degree/College Diploma

State / Province
SELANGOR

Is this role a commissionable/sales incentive based position?
No

Travel Required
No Travel

IBM Business Group
GTS

Preferred Education
Bachelor's Degree

City / Township / Village
CYBERJAYA

Country
Malaysia

Eligibility Requirements
  • Associate's Degree/College Diploma
  • At least 2 years experience in End to End Ticket Management/ Freshgrad is encourage to apply
  • English: Fluent
  • Preferred: Bachelor's Degree