Associate - Investment IT

Associate - Investment IT

AIA Group
Not Specified
Not Specified

Job Description

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
If you believe in developing a better tomorrow, read on.
WE ARE LOOKING FOR ...... First point of contact to respond to queries from AIA's Business Users and to provide solutions based on existing catalog / knowledge base.

. Responsible for interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.
Job Description
  • Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
  • Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management database/ list of known errors.
  • Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
  • Highlight and escalate recurring Incidents which are similar in nature.
  • Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
  • Escalate Major Incidents to Team Lead.
  • Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
  • Closely follow up with outstanding Incidents and Service Requests up till closure and ensure that users are informed about their ticket status.
  • Maintain operation manual and related procedures.
  • Maintain production issue log.
  • Generate monthly SLA dashboards.
  • Perform annual user recertification.

Job RequirementsEducation
  • Bachelor's degree in IT or other relevant discipline with CGPA 3.25 and above.
  • Fresh Graduates encouraged to apply.
  • Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.
Language skills
  • Fluent in spoken and written English is a must.
  • Ability to converse in Cantonese.
Technical skills
  • Jira JSM
  • Knowledge base software
  • Microsoft Office Special skills
  • SLA familiarity and performance driven work culture.
  • Ability to diagnose and resolve basic technical issues.
  • Good communication and presentation skills.
  • Resourceful, independent and result oriented.
  • A good team player and keen to learn.
  • Proactive.

Job Details

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