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  • Job reference: RMS0212921

System Analyst - Retail Services

  • Sector: Automotive
  • Location: Bangkok
  • Job type: Permanent
  • Date posted: 13/08/2019
  • Duration: 1 month
This vacancy has now been filled but please feel free to use the links below to send us your CV or view similar jobs.

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The Role:

System Analyst-Retails Services

* Investigate and diagnose technology issues reported via Service Desk or Operational Monitoring
* Collaborate with colleagues, peers, systems analysts and managers to resolve/escalate incidents/problems
* Identify wide impact issues and involve relevant teams to resolve within SLA
* Identify similarities, co-relate incidents and raise problems records/defects for the support teams to identify a solution/workaround
* Retain ownership of customer's issues and keep them informed of the progress
* Possess detailed knowledge of relevant SLA's and their implications for support
* Possess in-depth knowledge of processes and good grounding across technology wide procedures
* Identify, recommend and implement process improvements
* Keep up to date with technology and use this knowledge to improve resolution times
* Identify the need for training and able to coach peers and team members on latest developments in Technology
* Generate and discuss daily/weekly/periodic reports relevant to calls and tickets volume
* Monitor call queues and assign relevant skills to Systems Analyst and ensure call volumes are evenly distributed
* Perform random audit checks on recorded calls, incidents and provides feedback to team members to ensure procedures are followed and quality is improved


* Bachelor's Degree or higher in Computer Engineering, Computer Science or related fields.
* 1-3 Years' experience in IT operations, development or programming
* Call handling experience in IT Service Desk environment with exceptional customer focus and root cause analysis
* Experience in troubleshooting windows desktop related issues and its applications
* Good communication, problem solving and cross-group collaboration skills
* Ability to prioritize, track and manage a large number of divergent tasks and action items
* Good command of written and spoken English

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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