Problem Specialist (English and Cantonese Language Support)
- Bangsar South, Kuala Lumpur
- RM 4,000-5,000 per month
- Permanent
- Full-time
- Expert knowledge in Problem management process, procedures and standard operating work.
- Own and conduct problem investigation, diagnosis, root cause analysis, developing workarounds and identify permanent solutions with the internal team resolver group.
- Work with change management team to submit changes on resolving known error.
- Analyze, track, record, report and update regularly on problem tickets, outstanding issue and known error resolution.
- Work with internal team to identify potential process, monitoring, resolution to improve on resolving known error.
- Intermediate level of knowledge on Microsoft Office (Excel, PowerPoint and Word).
- Intermediate level of experience in using BMC Helix ITSM (ticketing tools) or equivalent ITSM tools (example: ServiceNow, OpenText, etc).
- Excellent communications skill in Cantonese, English, Mandarin.
- Demonstrated leadership in managing work quality, driving productivity improvements, and making accountable decisions with customer focus.
- Skilled in building strong relationships, influencing without authority, collaborating with stakeholders, and fostering high-performance teams.
- Ensured compliance by maintaining ISO-standard documentation, preparing reports, and supporting audits and assurance activities.
- Adaptable to shift work and on-call duties in a 24x7 operational environment.
- Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be an added advantage.
- Experience in Infrastructure, Security and Application IT domains.
- Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.
- Driven and able to multi-task, strong time management skills and strong team player.
- Required Language(s): English and Cantonese (Speaking is a must).
- Willing to work on shift rotations and standby.
- 3-4 years of experience in Problem management.
- Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
- Desired Certifications: ITIL foundation v4, ITIL specialist v4 certification.
- Attractive Salary (RM4,000 - RM5,000).
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Associate
- Bangsar South.
- Full Time.