Help Desk Manager

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ABHIDI ENTERPRISES Full time

Welcome to ABHIDI ENTERPRISES, where we strive to deliver exceptional customer experiences through process excellence.

We are seeking an IT Process Specialist to join our team, contributing to our mission of providing top-notch service and support.

**Primary Responsibilities**

  1. Offer first-line support for all applications, ensuring that user queries and issues are resolved efficiently.
  2. Manage tickets in Service Now, ensuring that SLAs are met and users receive timely updates on ticket progress.
  3. Record user complaints accurately in Service Now, guaranteeing that critical issues are escalated to the relevant teams and management.
  4. Maintain a comprehensive log of all communication and steps performed in the Ticketing system, facilitating seamless issue resolution.
  5. Inform users regularly about the progress of their tickets, fostering trust and confidence.
  6. Evaluate escalation procedures to ensure that critical issues are addressed promptly and effectively.
  7. Troubleshoot user queries via various channels, providing actionable solutions and recommendations.
  8. Answer phones professionally, respond to user inquiries, and address complaints in a courteous and empathetic manner.
  9. Install, configure, and upgrade FedEx software, ensuring seamless integration with existing systems.
  10. Deliver remote support and troubleshooting services for user laptop/desktop issues, MS Office applications, and other FedEx applications.

**Essential Qualifications**

A diploma or higher education degree is required for this role. Service desk/helpdesk experience and proficiency in Korean are essential.

**Work Environment**

This is an entry-level position offering full-time employment opportunities in the Information Technology field within the Consumer Services industry.


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