Title:  Associate Consultant, Service Desk

Responsibilities:

• Prepare and deliver Incident Management (IM) and Problem Management (PM) reports, including monitoring ticket statistics, tracking SLA breaches, and generating daily ageing reports using SOLMAN.
• Monitor and manage support tickets via the support portal, collaborating closely with both Functional and Technical teams to ensure timely resolution of open issues.
• Conduct quarterly awareness sessions on support responsibilities for the iGFMAS team members.
• Regularly update and refine processes related to daily operations to ensure efficiency and alignment with current practices.
• Maintain and review Standard Operating Procedures (SOPs), KPI2, and KnowA documentation on a quarterly basis to ensure accuracy and relevance.
• Provide support to other modules on IM/PM-related matters, ensuring SLA compliance and a responsive, high-quality service delivery.

Requirements:

• Qualification: Bachelor's Degree, Post Graduate Diploma or Professional Degree in Digital, Technology, Engineering, IT, Computer Science, Business, Business Administration, or any equivalent.. 
• Required skill(s): Strong familiarity with the ITIL framework, particularly in Incident, Change, and Problem Management processes. Excellent communication and stakeholder engagement skills are essential. Prior experience supporting ERP systems such as SAP or Oracle is considered an advantage. The role also requires proficiency in documenting Standard Operating Procedures (SOPs), workflows, and knowledge base articles, along with a solid understanding of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and compliance requirements. 
• Key quality(s): Demonstrate strong teamwork and interpersonal skills, possess a customer service-oriented mindset, and be adaptable with a proactive approach to problem-solving.  
• Required language(s): English and Bahasa Malaysia
• Desired experience/exposure:  Minimum of 2 - 3 years of relevant experience in IT support or service desk operations, with at least 1 year of hands-on experience in IT Service Management (ITSM), particularly in Incident and Problem Management. Experience with the SAP Solution Manager (SolMan) Incident Management module is preferred