Service Desk Agent Thai (native)

Kuala Lumpur, Malaysia

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Key Accountabilities

Native Thai
Able to speak and write fluently in both Englis and Thai
Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
Business Awareness. Develops an understanding of customer\xe2\x80\x99s environment and service delivery requirements to enable the delivery of a first-class service.
Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are \xe2\x80\x98beyond them\xe2\x80\x99 and escalates so they can be resolved.
Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the
team.
Personal Development Takes ownership of own development and has a development plan in place.

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