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L1 IT Support
2 weeks ago
Service Desk Analyst for our clients.
Here is the JD for the opening position:
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Job Position : Service Desk Analyst:
Job Location : Masjid Jamek:
Job Type : Contract:
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Shift Timing : Normal Working hours:
Virtual Interview on 13th June 2024:
Expected Date of Joining: Immediate
Roles and Responsibilities:
The range of activities and tasks to be undertaken by a First Level Support Analyst are to:
- Take and receive all customer calls in a professional and courteous manner as well as providing advice and support.
- Follow procedures to ensure all calls are identified as 'in' or 'out' of contracted scope;
- Provide 'first time fix', wherever possible;
- Take change requests from customers and ensure these are accurately logged and referred to the appropriate
- Log all calls, using the designated call handling system and entering detailed and accurate information;
- Perform end to end ticket management for all incidents & changes, ensuring each call is progressed till resolution.
- Understanding of ticket priority and differences between IMAC's, ensuring adequate service type to be applied on tickets.
- Communicate with Incident Management, Change Management, Problem Management and respective support teams to confirm details of high severity, minor/major change or problem records.
- Validate user equipment inventory data held within the inventory database;
- Assign any problems which cannot be resolved during the call to the appropriate support group;
- Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group;
- Contact the customer to assess their satisfaction prior to the closing of a call
Skill and Qualification:
- At least 1 years' experience in a customer service industry, preferably IT based;
- At least 1 years' experience of working in a helpdesk/call center customer handling environment;
- Previous working experience in a multinational Service Desk/Helpdesk environment for 1 to 2 years is a definite added advantage
- Good interpersonal skills and customer interface skills both on the phone and in person with customers and colleagues
- Good written and verbal communication skills in particular verbal and telephone enquiry handling skills in native language and business fluent English
- Excellent listening skill
- Good analytical skills and an ability to define the precise nature of customer problems;
- Ability to conceptualize problems
- Ability to give specific and clear instructions and problemsolving advice
- Ability to organize and prioritize work in an effective manners
Pay:
RM2, RM3,000.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Professional development
Schedule:
- Monday to Friday
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