Service Desk Specialist

Job Profile Summary:
In this role, you will provide first-level Information Technology support to Agency Distribution, PRU FA and Bancassurance users. You will work closely with various IT teams to deliver timely, effective and customer-focused support to the distribution channels.

Job Description:

• Handle walk-in, incoming call and email enquiries from the sales force, demonstrating excellent customer service skills to meet and exceed customer expectations.
• Follow up on and resolve complaints, ensuring satisfactory closure within the agreed service standards.
• Work closely with team members and leaders to achieve quality outcomes and productivity targets.
• Channel and escalate unresolved issues or complaints to relevant stakeholders or the next level of support in accordance with agreed procedures.
• Participate in ad hoc projects and initiatives as required.
• Proactively identify areas for service and process improvement and provide recommendations to the team leader.
• Provide onsite system support when required.
• Ensure all PSD Operations SOPs are kept up to date and aligned with operational requirements.

Document new processes relating to PSD Operations to support consistency, knowledge sharing and operational continuity.

Who we are looking for:
Competencies and Personal Traits

• Independent, focused and able to work effectively across different functions.
• Excellent verbal and written communication skills, with strong interpersonal skills.
• Adaptable and able to perform well in a dynamic work environment.

Able to multi-task, meet tight deadlines and work effectively in a fast-paced environment.

Working Experience:
More than 1 year of experience in a similar IT support or service desk role.
Education:
Diploma or Degree in Information Technology or a related field of study.
Language:
Proficiency in English.