Responsible for receiving and logging all inbound calls and emails via the respective ticketing system.
Provide immediate incident resolution or workaround to user.
Escalate incidents that are not solvable in-Service Desk to the correct resolver group.
Take ownership of incidents from start through successful resolution.
Ensure service request are escalated to the correct resolver group.
Manage user expectation with timely follow up on pending incidents tickets.
Education and Experience:
Diploma, Bachelor's Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
Good analytical skills and an ability to define the precise nature of customer requirements
Experience in First Level support Wintel desktop MS Office and Outlook
Ability to organise and prioritise your work in an effective manner
Ability to work under pressure, and works well in a team
Methodical and disciplined approach to work
Excellent Customer Service experience and focus
Active listening, includes being alert and showing interest in what the customer is saying
Speak in terms that a customer can understand and view things from the customer's perspective
Pursues tasks with energy, drive, and a need to finish, even in the face of resistance or setbacks
Work systematically and adhere to stated operating policies and procedures
ITIL certified to Foundation level is desirable
Fluent in English & Bahasa Malaysia
Please send me your updated resume with the details below.