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 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 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) 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.

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.