About our group :
We are part of the End User Services Group that is part of the Information (IT) organization. The End User Services collaborates with global business and IT teams to ensure all employees able to perform their work and keep our business running smoothly.
About the role - you will :
Be responsible to play the role at the frontline, single point of contact for Seagate employees over all issues through the phone, email and chat
Escalate issues appropriately using hierarchical and functional escalation guidelines
Maintain ownership on incidents and ensure that they are resolved within the SLA time frame and with high customer satisfaction
Prepare reporting and statistical analysis on mined from the ticket logging and tracking system
Perform and information analysis leading to business decision or recommendation
Work with multiple groups to ensure end-to-end support for all internal employee’s issues
Create, build and maintain Knowledge Base Articles and Processes to enhance high quality knowledge sharing
About you :
Qualified expertise in Computer Science / Information or equivalent
Effective English communication (written and spoken) skill
Self-initiative and willing to learn
Willing to work on shift rotation
Your experience includes :
Hands-on execution on ticket logging system
Prior IT Desktop Support or Service Desk Analyst role with 1st level support
Certification in ITIL will be an added advantage
Our Penang office is located in Suntech at Cybercity. Easily accessible from two bus stops, many employees take mass-transportation to work.
Ample free on-site parking is also available. Enjoy our on-site gym, test your ping-pong skills, or take on your colleagues in a badminton match after work.
You can grab breakfast, lunch and coffee at our on-site cafe. Prefer to eat off-site The public food court across the street offers many delicious options.
Our Absolute Privilege club also offers Seagate employees deals for discounted food, beverages and services.
Location : Penang, Malaysia, Suntech
Travel : None