Dell Account Services Management Advisor in Bukit Mertajam, Malaysia
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Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).
Ensures contractual service support requirements are understood and managed.
Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
Presents operational and service level reports and explains service level support available to internal or external customers.
Administers and manages the configuration of process related tools, reporting tools, and associated technologies.
Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
Provides point of contact for process related questions or issues and facilitates process related meetings.
Understands and applies principles, concepts, theories, technologies and standards of professional field.
Develops and applies specialized knowledge within own discipline.
Deepens knowledge through exposure to new assignments and continuous learning.
Knowledge of related industry considerations.
Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job.
Builds deeper understanding of processes, procedures, customers and organization.
Assists program or process development and implementation.
Coordinates activities and processes.
Assigned to basic service delivery processes and associated projects.
May participate in continuous improvement activities in support of customer or internal business processes.
Provides resolutions to an assortment of customer problems and/or requests.
Acts as point of escalation to resolve customer issues or concerns.
SKILLS & ABILITIES
Initiative and self-motivation . Ability to deal with ambiguity, rapidly prioritise and update changes quickly. Solution oriented, get things done.
Excellent verbal and written communication skills.
Broad Technical knowledge of Computer Hardware and Software
Good knowledge of factory software download process
EXPERIENCE / EDUCATION
- Degree in IT or equivalent with 5-8 years of experience in IT environment