It Service Desk

Melaka, Malaysia

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Requirements:

Degree or Diploma holder, fresh graduate are welcome
Must be proficient in writing, reading and speaking Korean language
Preferable experience in supporting IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, retail store level software support, etc.
Technical proficiency with MS operating systems and MS suites, desktop and mobile applications
HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems
Network connectivity, dial up and wireless systems troubleshooting skills
Work experience with Global clients (preferred)
Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Willing to work in a 24x7 environment
Understanding Contact/call center metrics
Customer-service oriented with a problem-solving attitude

Handle L1/L1.5 calls originating from customers and client
Handle calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
Create & Update Knowledge Document
Work with L2 team on improving L1/L1.5 Resolution
Perform approved L2 troubleshooting steps

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