Job Description

What you will do

• Support all channels of engagement - phone, chat, self-serve, email
• Initiate the procedure for handling detected incidents. Includes recording details of the incident covering symptoms, diagnostic data, and information about the related Configuration Item (CI). Assists in the investigation of problems and other requests for support. Monitors progress of requests for support and keeps users abreast accordingly for support
• Provides effective interface with users, ensuring all diagnostic information is provided for error resolution and incident analysis. Includes making initial diagnosis of any problems and advises on known solutions, where applicable, providing information on updates, known errors, changes in availability. Maintains/ update incidents records throughout the incident life cycle
• Monitors application systems or modules for which the Service Desk are responsible for. Notes problems and identifies performance trends with assistance from more senior colleagues where necessary. Assists in taking the corrective action to improve performance and to avoid recurrence of the same problems
• Responds to requests for assistance by providing information to enable callers to solve simple and routine issues. Maintains accurate log entries of contact with resolution details and follow-up information. Allocates unresolved calls as appropriate in accordance with established escalation procedures. Maintains related logs and advises users of actions taken
• Provides advice to users on systems, products and services which are available to them and provides information on updates, known errors, changes in availability, new facilities to assist users in making more effective use of desk-top systems, products and services
• Escalate Major Incidents to the team leads and Service Desk Manager, ensuring communication to other team members is delivered in a timely manner
• Deliver service against quality assurance measures providing accurate and consistent service delivery
• Support the development and maintenance of the service desk support tools, to meet Customer and IT Services needs
• Support both positive and negative customer satisfaction results, providing our customers with a timely response
• Be part of a global team who inputs and reviews the Service Desk Knowledge base that enables all Service Desk Analysts to follow documented process and procedures

***This position needs to support global service 24*7. Working hours will based on shift includes weekends & public holidays.***

What you will need

• Degree in computer science, information technology or a related field of study, or equivalent experience.
• Minimum 3 years of experience in Service desk/ IT support role.
• Ability to organize and priorities 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
• Languages to be supported, must be fluent in both English plus one of the following: Mandarin/Cantonese/Malay

The core language within the office and organization is English, but local language skills are a must for this position.

Talent acquisition based on Nexperia vacancies is not appreciated. Nexperia job adverts are Nexperia copyright material and the word Nexperia is a registered trademark.

Nexperia is an Equal Opportunity/Affirmative Action Employer.