Contract : 12 months - extendable

Working Hours: Rotational Shift basis (7am-7pm, or 7pm-7am)

Rotating 12 hours shift work. (Morning=3days, Rest=3days,Night=3days,Off=3days

Job Description – Service Desk(Dispatch)

Job Details

• Interfaces: 1st & 2nd Level Assurance, Field Operations & Maintenance, Service Resource fulfilment team, Incident Management team, Internal management

• 24X7 Shift Working: Yes (mandatory)

Key Responsibilities

• Monitor and resolve Jeopardy Alerts in a timely manner; assist engineers with any requirements to execute work.

• Append all Tickets with concise, appropriate notes on activities taken to make work executable – Access Requests, Confirmation and Approval dates and times and references etc.

• Comply with all FSO and Customer procedures to ensure engineers are booked safely and legally onto site for access or climbs, securing any legal documentation required - Method Statements, Risk Assessment, Employee Certification, Insurance docs and that the Engineer is aware of any local Health and Safety Policies or procedures.

• Maintain constant telephone support through hunt groups and hotline support to provide a quality service to internal departments and external Customers.

• First point of contact for all field fault related issues, to ensure prompt escalation to the Dispatch Management.

• Monitor email account for information which may highlight known site or network issues, confirmations of access, climbs or requests for assistance from other areas of the business.

• Comply with Landlord procedures to secure Access, Climbs and Escorts. Understand the security and special clearance requirements at some sites.

• Review and provide updates to open work requests, with information to support the business highlighting delays or issues preventing closure.

• Monitor all work queues, assigning tickets within Dispatch SLA’s, ensuring the Field resource is fully optimized.

• In the event of any equipment failures, internally or externally, follow the Dispatch Disaster Recovery program to support customer activities until remedial work has been completed.

• Support and assist with the development of work place tools, process and procedures to increase Dispatch and Field performance

Candidate Prerequisites

• Qualifications: Engineering within Electrical Engineering/Telecommunication Engineering/or equivalent

Job Types: Full-time, Contract

Salary + allowance : RM2,900.00 - RM3,100.00 per month

Summary of role requirements:

Flexible hours available
No experience required for this role
Working rights required for this role
Expected start date for role: 27 May 2024
Expected salary: RM2,800 - RM3,100 per month

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