L1 IT Support

3 weeks ago

Cyberjaya, Malaysia Tentacle Technologies Sdn Bhd Full time

We are Tentacle Technologies, IT Solutions company based in Kuala Lumpur, Malaysia. Currently, we are looking for dynamic professionals for the position **Service Desk Analyst** for our clients. Here is the JD for the opening position:

- **Job Position : Service Desk Analyst**:

- **Job Location : Masjid Jamek**:

- **Job Type : Contract**:

- **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
- support teams;
- 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 problem-solving advice
- Ability to organize and prioritize work in an effective manners

Pay: RM2,500.00 - RM3,000.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

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