Bring your career aspirations to life with AIA!

• Provide 1st level contact and response to users’ queries for Power Apps managed by PPCoE team 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.

• Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize PPCoE’s 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).
• 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.

Job Requirements :

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

Experience:
• Fresh Graduates encouraged to apply.

Technical skills.
• MS Office (Excel, Word, Powerpoint) skills.
• Prior programming experience in Microsoft (for example, Visual Basic or Visual Studio (covering .Net) would be advantageous.
• Experience in Office365 applications and solutions (for example SharePoint Online, Power Apps) would be advantageous.

Practical Skills/Abilities:
• Able to communicate well in English.
• 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.