IT Service Desk Support

1 month ago

RegionalDeliveryCentreMalaysia, Malaysia Singtel Group Full time

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

 

 

Be a part of something BIG

 

This is a role to perform first level troubleshooting on all reported incidents to 2nd level resolver groups as per work instructions. The role will need to maintain the ownership of cases and follow up on reported issues until closure and gather accurate and complete relevant information is recorded. In addition, you are required to use customer service and sales skills to optimize the opportunity of each customer contact.

 

 Make an Impact by:

 

  • Provide First Call Resolution (FCR) technical support via phone, self-service tickets and live chat.
  • Ensure tickets raised are responded in a timely manner.
  • Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level.
  • Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
  • Handle initial classification/ prioritization of the incidents. 
  • Track the progress of resolution and provide regular updates for follow-up actions and incident status.
  • Support other ad-hoc duties been assigned.

 

Skills for Success:

 

  • At least graduate in Diploma Certification in Computer Engineering, Electronic Engineering or Equivalent discipline. 
  • Preferably with 1 or more years related experience in Technology Administration.
  • With network knowledge will be beneficial.
  • Proficient in MS Office. 
  • Must showcase independent, resourceful, result-oriented individuals with a "can-do" attitude

 

Rewards that Go Beyond: 

 

  • Full suite of health and wellness benefits
  • Ongoing training and development programs
  • Internal mobility opportunities

 

Your Career Growth Starts Here. Apply Now

 

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

 

 

 

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