Analyst, IT Service Operations (APJ Premier Helpdesk)

Analyst, IT Service Operations (APJ Premier Helpdesk)

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Job Description

Job Description :
IT Service Operations Analyst
Driving human progress is not just about providing cutting-edge technology - it's also about maintaining and supporting it. Our IT Service Operations team provides holistic support and proactive monitoring to maintain the overall health of IT applications, tools and infrastructure in complex global businesses. We are subject matter experts in hardware, data and software, security, information access, system performance and data integrity. We also work in partnership with other IT functions and departments to recommend process improvements and resolve system outages.
Join us as a IT Service Operations Analyst on our Information Technology team in Penang, Malaysia to do the best work of your career and make a profound social impact.
What you'll achieve
The Global Premier | B2B Help Desk provides technical assistance to internal and external customers for their B2B | Premier Page. B2B | Premier Pages offers corporate customers a customizable page unique to their company. The B2B | Premier Help Desk is the first level support team to answer questions and resolve technical issues on the page. These issues can range from a simple password reset to complex issues involving pricing and products on the page. Customers can use our phone extension or email box to reach out to our team. Agents on the B2B | Premier Help Desk will provide how to education to customers as well as troubleshoot, diagnosis, and resolve technical issues for customers. We are the liaison team between customers and internal IT application support and we offer proactive support to customers with select errors on the page.
This is a call center/queue based role and is ideal for someone who has strong customer service and troubleshooting skills. Candidates need to be able to multi-task and work well with cross functional teams including sales teams, IT support, and other online/eComm support teams. Candidates should be familiar with Premier, B2B, Premier Plus, Global Portal, Gedis, and
. Take inbound phone calls, chats, and emails from internal and external contacts
. Act as a technical advisor for B2B | Premier Page issues
. Identify customer needs and be able to address them
. Drive customer issues to full resolution
. Manage a daily case load including new incoming issues and follow up on existing cases
. Work with level two techs on the team, the team lead, and team project managers to identify trends in customer requests.
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:
Essential Requirements
  • Knowledge of B2B | Premier and related tools
  • Two plus years in a call center environment or customer phone/chat interface
  • Eighteen months within Dell or equivalent experience with customer relationship, technical support, or customer care
  • Strong internal and external customer focus
  • Proven track record driving customer issues to closed loop resolution
  • Proven experience working under a pressured environment
  • Team Player willing to assist other team members as needed
  • Excellent spoken English, fluency in Chinese or any other languages will be a plus

Desirable Requirements
. Bachelor's degree
Here's our story now tell us yours
Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We're proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.
What's most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.
We started with computers, but we didn't stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what's next in technology, starting today.
You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 .
Application closing date: 1 October 2021
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy .

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