Petronas ICT Sdn Bhd

PETRONAS ICT Sdn Bhd is a wholly owned subsidiary of Petroliam Nasional Berhad (PETRONAS), Malaysia’s fully integrated petroleum company. We are the digital technology enabler that supports PETRONAS to be a leading oil & gas multinational of choice. Our multinational workforce of more than 1,400 people deliver mission-critical, innovative and secure ICT solutions within PETRONAS in 65 countries, servicing more than 49,000 employees worldwide.

System Support Engineer

Location: Kuala Lumpur

Minimum Qualification : Bachelor’s Degree/Adv. Diploma

No of vacancies: 1

Responsibility

• Be the first point of contact for users seeking support on ICT services.

• Provide first and second level ICT Service Desk support:

1. Answer and process client calls, emails and self-logged tickets on all IT related incidents,

requests and enquiries.

2. Ensure all calls and emails are being logged into the helpdesk system with adequate and concise

information for incident tracking, request management and problem management.

3. Make initial assessment of incidents, diagnose and resolve basic incidents.

4. Assess, verify and assign severity of incidents.

5. Resolve incidents on first call resolution and within agreed service level.

• Take ownership of the incidents / service requests and resolve in accordance with service level agreement, and

escalate where necessary to the appropriate team based on established guidelines & procedures.

• Follow up on resolution and inform users on the progress status.

• Work with the team to achieve KPIs.

• Execute effective resolution of risks, issues, problems and incidents for the department.

• Liaise with other team members of the Service Desk and internal Service Provider to consistently deliver high

quality service and strive for performance improvement.

• Assist in implementing effective knowledge database and ensure validity of content.

• Carry out responsibilities in line with PETRONAS ICT’s prescribed Incident, Request, Problem, Escalation and

Change Management processes, and in particular with the requirements of ITIL implementation.

Requirements

• A Bachelor’s Degree in Information Technology or relevant field.

• Possessing a recognised IT Industry Certification is an advantage.

• Minimum of 2 years’ working experience in the Service Desk of a global ICT facility.

• In-depth knowledge of functional units and its operations.

• Must be willing to work on 24×7 rotational shifts including weekends and public holidays.

here to apply : CLICK HERE