Dell Analyst, IT Service Operation in Bayan Lepas, Malaysia
Resolve all incidents, service requests, and work orders within Service Level Agreements targets.
Ensure proper handoff of issues.
Timely and accurately document resolution activities
Diagnose, prioritize and escalate tickets to Incident Management.
Follow up on escalated issues where applicable.
Identify needed Knowledge Base articles and support documentation to Level 2.
Identify application and process improvements.
Those with experience in software applications support will have added advantage.
Infrastructure knowledge is an added advantage.
Strong interpersonal skills and fluency (written and spoken) in English.
Strong team player with ability to work in a team and as individual contributor.
Good analytical, problem solving, negotiation and organizational skills.
Able to work with minimum supervision.
Able to go on shift or flexible in working hours.