IT Service Desk

2 weeks ago


Shah Alam, Malaysia Net2source Llp Full time

**Responsibilities**:

- Take and receive all customer calls in a professional and courteous manner as well as providing advice and support.
Provide first time fix, wherever possible;
Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams;
- Log all calls, using the designated call handling system and entering detailed and accurate information; 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;
- Carry out appropriate level of technical investigation prior to escalating to the next level
- Ensure effective escalation and hand-over of customer enquiries/problems to the correct AO resolving group, client Resolver Groups and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner.Benefits



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