Queue management Admin

Incidents and Service Request

Incidents and service requests refers to tickets or cases that is logged by end-users through the project incident and service request management system. General coverage on the delivery of incidents and service request will be shown respectively under Support Hours and Location, Operation Level Objective, Support Scope, Supported Devices and Other Requirements.

• To process approximately and estimated amount of 5000 Service Requests within 12 months.

Qualification of Candidate

• Minimum six (2) years of Admin experience will be an advantage.
• Required Skill(s) : Microsoft Words, Power Point, Excel, Outlook

Operation Level Objective

Based on the pre-defined Service Agreement Level table in the Service Request Catalogue.

Support Scope

Below mentioned are the minimum guidelines, but not limited to, on the type of supported scope and may increase over a period of time.

• Validate forms submitted by users
• Process forms based on request type
• Follow up on requests submitted
• Respond to enquiries on forms
• Update user profile records
• Update asset entries
• Generate internal SR reports