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Service Desk

Job Title: Service Desk
Contract Type: Permanent
Location: Kuala Lumpur, Malaysia
Industry: Technology
Salary: Negotiable
Reference: JN -082019-443239
Contact Name: Yee Wan Chin
Contact Email: ychin@argyllscott.my
Job Published: August 27, 2019 16:29

Job description

Service Desk

Our Oil & Gas ITGSS client is seeing for a Service Desk to provide 1st Level Support.

Responsibilities:

  • To provide 1st level of resolution and handle all incoming calls/emails/tickets from Business and Suppliers in relation to ARIBA suite and also resolve issues and escalate to the relevant channel
  • Be the SME for ARIBA/SAP and Salesforce by trouble shooting the problem resolutions for purchasing activity
  • Provide training in relation to P2P knowledge to Suppliers and Business
  • To perform a trend analysis on repeat calls/emails and provide ideas to eliminate the repeated calls/emails
  • Prioritize business critical issues in a timely and effective manner
  • Ensure that all tickets are closed adhering to the right processes
  • Stakeholder Management
    • Timely and relevant customer feedback and status update
    • Challenge current process and performance practices, proposing and delivering enhancements to process & KPI'
  • Due Diligence
    • Conduct daily checks to avoid duplications in logging of calls, emails & tickets
    • Check for accuracy of the details logged
  • Customer Service and Process Improvements
    • Work with the company Businesses to review the Supplier experience and level of satisfaction to identify potential improvements to enhance the P2P processes.
    • Champion the use of company Procurement and Supplier Management processes and tools to ensure Operational Excellence and improve overall Business performance

Qualifications

  • Bachelor's Degree or equivalent in any discipline or related field
  • At least 3 years' experience in a call centre environment and PSCM environment
  • Shift work - UK/US/ANZ (non-rotational)
  • Basic knowledge of ARIBA (One Source & Spend Management) concepts - minimum 1 year
  • Proficient desktop computing experience - an ability to learn PSCM applications including ARIBA, SAP,SRM and Salesforce
  • Excellent verbal and written communication skills, ability to listen and work with Business and Suppliers in real-time
  • Experience in a previous support, call centre or customer service role
  • Skilled in using basic MS Office applications

Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.