Servicve Delivery Agent

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • OCBC Bank (Malaysia) Berhad
  • 23 Sep 16

Servicve Delivery Agent

•Provide 1st level support and technical issue resolution via email and phone calls
•Perform first level of problem determination and if required, proceed to log call in Service Desk Call Logging System, HP Service Manager
•Assign service calls to the appropriate support unit/ workgroup for further action/ investigation
•Perform escalations and notification including follow up on related service calls, until closure
•Highlight crisis (if any) as per the escalation process to TCC and superior on immediately for next cause of action/ escalation
•Crisis Management-send email and SMS broadcast on outages/ system downtime to internal business users in timely manner.

Qualifications
Requirements:
•Experience in service desk industry
•Experience in handling escalation and script creation
•Good technical and communication skills