Job Description

Acting as a point of contact for technical escalations within the Service Desk Team,

working alongside and feeding back resolutions to the team

? Managing incidents, requests and problems

? Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and

Customer Satisfaction across all clients

? Ensure the highest level of trouble shooting is applied to every customer contact made

through the use of agreed scripts and processes

? Supporting all modes of customer contact are monitored and responded to - Telephone

calls, Emails, Self-service tickets

? Providing 1st and 2nd line remote support

? Recording and maintaining the knowledge and known error database

? Proactively identify process, system, template and standard documentation improvement

opportunities within the team, highlighting accordingly to the Shift Manager

? Following agreed processes and contributing to their continual improvement

Essential Skills:

? Technical knowledge of and previous experience of supporting:

Windows Operating Systems Office 365/Office Applications Microsoft Exchange Mobile Device Management VMware

Job Requirements

? Knowledge of Networking (firewalls, routers and switches)

Competencies:

? Excellent Customer Service skills

? Strong interpersonal skills and relationship building skills.

? Ability to manage each Customer as an individual

? Demonstrative 'Can do' attitude at all times

? Flexible, adaptable and supportive problem solver

? Good time management skills

Disability type

Not Applicable

About NexRoar Services Sdn Bhd
NexRoar Services is a customized software development company that offers end-to-end, scalable-technology solutions that allow companies to meet short-term needs, while supporting future growth. Contact our business development team to learn more about how we can help you create a custom-made application solution that meets your needs