Development Partner, Customer Innovation

(What the role is)
The Customer Innovation (CI) Division is looking for an officer to assist in operationalising a new digital platform for the enterprises. The officer will work closely with the platform lead and administrator, to ensure platform readiness for product launches, handling day-to-day operations support as the platform goes live.
(What you will be working on)
Helpdesk Process Development

• Design and document end-to-end helpdesk workflows, including ticket categorisation, escalation paths, response templates and resolution timeframes
• Create standard operating procedures for common support scenarios and incident management
• Establish service level agreements (SLAs) and key performance indicators (KPIs) for support team response times
  

Platform Documentation

• Support Platform Administrator to develop comprehensive FAQ documentation covering platform features, common issues, and troubleshooting guides
• Create and main...