Global Service Desk Analyst (korean Speaker)

Shah Alam, Selangor, Malaysia

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JOB RESPONSIBILITIES

Act as a single point of contact for phone calls and tickets from employees concerning IT issues and queries.
Provide 1st and 2nd level support - troubleshoot and resolve IT related problems form software to hardware, such as Microsoft Windows 10 and Microsoft Office 365, laptops, desktops, printers, mobile devices.
Handle IT support phone calls and tickets within SLA defined.
Log all phone calls in the Service Desk tool (ServiceNow).
Ensure phone queue SLA are met.
Take ownership and coordinate with other IT support teams for high priority issues.
Escalate unresolved tickets to next level support teams.
Participate in on-call rotation to provide coverage when required.

JOB REQUIREMENTS

Diploma or Degree in any discipline but with keen interest in IT/Computer with at least a year of Service Desk or Technical Support experience.

Good understanding of computer systems, mobile devices and tech products.
Advanced ability to gather, monitor and document data.
Understand the ITIL framework.
Excellent customer service skills.
Excellent verbal and written communication skills in English and Korean.
Good knowledge of Service Desk operations.
Required Skills: Microsoft 365, Azure Active Directory, Exchange, Office 365, MS Teams, LAN, VPN & Wireless, Antivirus, Windows 10.

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