Specialist, Business Support Operations Service Desk

Life at U MobileWe are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.Let’s start your journey with an award-winning organization!#UnbeatableCareerAwaitsTop Reasons To Join Us! Awarded ForMost Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)Bronze Winner in Cross-Generational Workforce Engagement (2024)Gold Winner for Excellence in Workplace Culture (2021) Comprehensive medical, dental, optical and insurance benefits Flexi working hours arrangements Staff Line & Device Subsidy Smart Casual Attire Child Parental Care Leave Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT) Special employee discounts for selected F&B BrandsRoleThe Day-To-Day ActivitiesTo support helpdesk daily operation, process improvement, projects, and the adoption of Gen AI operational tools to enhance efficiency and service quality.Key ResponsibilitiesHandle trouble tickets and complaints received including troubleshooting and escalation within the Service Level Agreement (SLA)Escalate urgent or recurring operation issues to second level / vendor / managementManage and follow up closely with vendors to ensure escalated issues are resolved within SLAPlan and implement continuous process improvement on daily operationsLeverage Gen AI tools for ticket analysis, trend identification, knowledge base optimization, automation opportunities, and operational reportingCommunicate and collaborate with internal teams and vendors for problem solvingSubmit regular feedback and activity reports to immediate superiorPractise knowledge sharing and continuous learning on new services / products / promotions including emerging AI capabilitiesAbout You Diploma or Degree in Information Technology, Computer Science, Business Administration, or related field Minimum 2–4 years of experience in IT Helpdesk, Service Desk, or Business Operations Support Strong understanding of incident management, SLA tracking, and escalation processesExperience working with ticketing systems (e.g., JIRA, ServiceNow or similar tools)Good analytical and problem-solving skills with ability to identify root causesExperience or exposure to automation, reporting tools, or Gen AI operational tools will be an added advantageAbility to analyse ticket trends and recommend process improvement initiativesStrong vendor management and stakeholder communication skillsAble to work independently, manage priorities, and handle high-volume operational environmentsGood documentation and reporting skills#LA-R1What’s Next ?Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.