Kering Tech Process Analyst
Kering
- Petaling Jaya, Selangor
- Contract
- Full-time
- Validate P1 and P2 Incidents : duties included following the incident through the life cycle of the incident; getting the correct resolvers involved; ensure resolution in a timely manner; provide updates as needed.
- Manage day-to-day workflow for Regional Helpdesk agents and Dispatch across APAC. Duties included ensuring tickets more than 5 days were handled, CSAT scores were maintained at a score of 4.25 or higher, assign end-user escalations, manage projects to ensure on-time delivery.
- ITSM / ITAM Master data update
- APAC Depot Stock management-receiving & update
- Incident Management Escalation Contact List Update
- Bachelor's degree in Computer Science, IT or related field or equivalent in education and experience
- 3+ years of total IT experience
- Proficient with IT Governance and Compliance, IT Change Management and Vendor Management
- Proficient with Microsoft Teams and Sharepoint
- Experienced with IT ticketing system, preferably ServiceNOW
- Preferably with experienced in IT Service Management environment
- Demonstrated ability to work independently
- Have good analytical mindset