Service Centre Analyst - Singapore - CXC Global

CXC Global

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

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Description

Strong problem solving and analytical skills

Good communication and interpersonal skills
Customer service oriented and good team player

Purpose

This role is responsible for delivering excellent technical/non-technical support on global internal customers with outstanding customer service, satisfaction, and timeliness within the organization's service level targets.

Key Responsibilities

Support Service Centre activities on a scheduled 7x24 shift roster (including Saturday, Sunday and Public Holiday) with daysoff as compensation.
Provide analytic oversight into Incident Management and Request Fulfilment processes and procedures to ensure that a highquality service is provided to global internal customers.

- incidents, requests, events, and enquiries are received, recorded, categorized and prioritized accurately in a timely manner
- incidents are resolved at first contact or escalated timely to appropriate support parties
- requests are fulfilled at first contact or dispatched timely to appropriate fulfilment parties
- customers are kept informed of the progress of incident resolution and/or request fulfilment, the latest update about problem and crisis, and any upcoming changes and stoppages
- outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches
- resolved incidents and fulfilled requests are verified before they are closed
- accurate incident records are available to support problem management process
- attend duties at Technical Lounge to resolve issues and requests related to mobile services
- handle enquires and issues reported by VIPs in priority

Coordinate IT procurement and the delivery of service requests.
Coordinate activities to resolve incidents and restore normal service.
Identify possible and potential problems and alert Problem Management Team.
Act as deputy Team Lead in handling major incident, crisis management and escalation in according to the predefined processes, when required.
Drive service continuous improvement to boost efficiency of service centre operations or cost saving initiatives, e.g., LEAN / Six Sigma process, automation, improve First Contact Resolution.