Bring your career aspirations to life with AIA!

• 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 Application Service Team Lead.
• Escalate and highlight Incidents that are at risk of breaching SLA to Application Service Team Lead.
• Closely follow up with outstanding Incidents and Service Requests up till closure and ensure that users are informed about their ticket status.

Job Requirements

Education

• Bachelor’s degree in IT or other relevant discipline with CGPA 3.25 and above.

Experience

• Fresh Graduates encouraged to apply.
• Experience using ITSM tools (i.e. Ticketing Tools) is also an added advantage.

Language skills

• Fluent in spoken and written English is a must.

Special skills

• SLA familiarity and performance driven work culture.
• Ability to diagnose and resolve basic technical issues.
• Good communication and presentation skills.
• Good understanding of computer systems with working knowledge of office automation software i.e. Microsoft Office, Excel.
• Strong skills in time management, planning and organizing.
• Resourceful, independent and result oriented.
• A good team player.
• Able to speak in Mandarin or Malay will be added advantages.
• Proactive.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.