Helpdesk Operations Coordinator

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Different Technologies Pty Ltd. Full time

Overview:

Different Technologies Pty Ltd is at the forefront of digitalising the agri-commodities supply chain across the globe. Our company brings together the future of commodities trading and cutting-edge technology to create a data-enriched ecosystem.

As a Helpdesk Operations professional, you will play a vital role in ensuring seamless technical support across the organization. You will handle complex incidents, provide support to customers and collaborate effectively with other departments.

Responsibilities:

  • Handle daily usage of Helpdesk ticketing system, ensuring efficient ticket routing, prioritization and resolution.
  • Provide customer assistance through various channels – email, webform and webchat, ensuring effective issue resolution.
  • Analyse trends, identify root causes of recurring issues and work with internal teams to develop proactive solutions.
  • Establish, maintain and review key performance indicators (KPIs) to measure team performance, service quality and customer satisfaction.
  • Stay up-to-date on emerging technologies and industry best practices in IT support, implementing innovative solutions to improve service delivery.


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