Service Desk Agent
2 weeks ago
Key Responsibilities:
- Troubleshooting: Provide first-level technical support to end-users, diagnosing and resolving hardware, software, and network-related issues.
- Ticket Resolution: Prioritize and manage service tickets, ensuring accurate categorization, tracking, and timely resolution or escalation within defined SLAs.
- Customer Service: Deliver excellent customer service and maintain a positive and professional attitude when interacting with end-users.
- Knowledge Base: Contribute to the development and maintenance of the service desk knowledge base, including FAQs and troubleshooting guides.
- Remote Support: Offer remote assistance to end-users, guiding them through problem-solving steps and providing clear instructions.
- Escalation: Escalate complex issues to appropriate IT support teams or higher-level support personnel as needed.
- Incident Communication: Keep end-users informed of the status and progress of their reported issues.
- Documentation: Maintain accurate and up-to-date records of service requests, incidents, and troubleshooting steps in the ticketing system.
Qualifications and Skills:
- High school diploma or equivalent; additional certifications or degrees in IT-related fields are advantageous.
- Proven experience as a Service Desk Agent or in a similar customer support role.
- Familiarity with remote support tools and ticketing systems.
- Excellent communication and interpersonal skills, with the ability to communicate technical information clearly to non-technical users.
- Strong problem-solving and analytical abilities, with a focus on providing effective and timely solutions.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Customer-oriented mindset with a strong commitment to delivering high-quality service.
- Willingness to work in shifts and participate in an on-call rotation, if required.
- ITIL Foundation certification or knowledge of ITIL processes is a plus.
**Salary**: RM5,000.00 - RM10,000.00 per month
Schedule:
- Rotational shift
Ability to commute/relocate:
- Petaling Jaya: Reliably commute or planning to relocate before starting work (required)
Shift availability:
- Night Shift (preferred)
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