Jawatan Kosong 2023 di Telekom Malaysia Berhad (TM) | Permohonan adalah dipelawa daripada Warganegara Malaysia yang berkelayakan dan berumur tidak kurang dari 18 tahun pada tarikh tutup iklan ditawarkan untuk memohon jawatan kosong di Telekom Malaysia Berhad
Jawatan:
1. ASSISTANT MANAGER RESIDENT ENGINEER (CONTRACT) ( NATIONWIDE) - 5 Kekosongan
Key Responsibilities:
1. Act as a Single Point of Contact (SPOC) on service assurance / improvement matters related to customer’s contract.
To plan, organize, develop, direct and control resources to ensure delivery of all post commissioning scope of work related to ICT are fulfil as per contractual requirements and customers expectations meeting industrial standard.
To Collaborate with Sales, Client Services and Integrated Service Desk in building business relationship especially through provision of excellent after sales customer services.
2. Manage and coordinate service quality improvement plans and do measurement to eliminate repeated service fault
Assist Client users on any issues related to ICT systems that been subscribed with TM i.e. Link balancer (Peplink), Load balancer(Riverbed) ,Access Point (Aruba), Switches (Aruba) , VPN (Pulse Secure) and others.
3. Attend and execute issues for Client users when required
Assist Client users on any issues related to ICT systems that been subscribed with TM i.e. Link balancer(Peplink), Load balancer(Riverbed) ,Access Point (Aruba), Switches (Aruba) , VPN (Pulse Secure) and others.
Track and monitor the Planned Maintenance Work activity with client or the respective TM team (requestor), to ensure all activities are in order and completed within the approved duration.
4. To liaise with CS/SE to Prepare and present comprehensive incident report (Reason For Outage/Root Cause Analysis) to client with details chronology, root cause and preventive measures in avoiding recurrences
Build relationship with customers and internal TM by keeping in touch with client, discuss & share service improvement plan which simultaneously develop trust within client and TM
2. SERVICE DESK TECHNICAL ASSISTANT - 1 Kekosongan
Key Responsibilities:
• To act as single point of contact (SPOC) for all IT Customers
• Logging all incidents and requests, categorizing and prioritizing them
• First-line investigation and diagnosis
• Managing the lifecycle of incidents, service requests and normal requests, escalating as appropriate and closing them when the user is satisfied
• Level 1 support for first call resolution (FCR)
• Keeping end-users informed of the status of services, incidents, requests and service outages
• To ensure and monitor tickets SLA compliance
• End user calls/logs case (incident/request) to Level 1 Support
• Level 1 Support will do basic troubleshooting
• If basic troubleshooting is not sufficient, Level 1 Support will then escalate case to Level 2 Support
• Level 2 troubleshoots and if needed will escalate to Level 3 support
• User will be updated on a timely manner of the progress base on each priority define in SLA.
• Severity 1 – Every 1 hour update
• Severity 2 – Every 1 hour update 19
• Severity 3 – Every 4 hour update or whenever updates available
• Severity 4 – Every 8 hour update or whenever updates available
• To manage Identity and Access for UITS user
• To manage the Asset Management Life Cycle
Being UITS single point of contact (SPOC) for End User Computing related questions, request and incident
Responds to technical support requests (TSR) from end users utilizing the UITS EUC devices, application, system and hardware.
Providing a full service scope including end to end incident management, problem management, asset management, Identity management and service request management functions compliant to ITIL standards
Performs regular monitoring and scheduled services tasks
Holds scheduled management meetings to review SD progress, discuss new business needs and technology solutions and adapt the SD as needed to meet business needs.
Services will be covered and available 24 x 7 x 365.
To serve as a single point of contact (SPOC) to respond to incidents, support request, change request and user enquiries which can be received through phone call, email, or the helpdesk self-service system from the end users on EUC, Asset management, Identity and Access related issues.
• To provide and perform Level-1 remote troubleshooting support for first call resolution (FCR) for incident and request support which include but not limited to add/update user’s profile, password, file sharing, email group maintenance, etc.
To address and respond to any user enquiries.
To manage incidents forwarded by UITS user through phone, email and self-service portal.
To log all the incidents, support request and change request, assign a trouble ticket, monitor and ensure constant communication and follow-up until its resolution.
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Latar Belakang
Telekom Malaysia Berhad (TM), is the national connectivity and digital infrastructure provider and Malaysia’s leading integrated telco; offering a comprehensive suite of communication services and solutions in fixed (telephony and broadband), mobility, content, WiFi, ICT, Cloud and smart services. TM is driven by stakeholder value creation in a highly competitive environment; and places emphasis on delivering an enhanced customer experience via continuous customer service quality improvements and innovations, whilst focusing on increased operational efficiency and productivity.