Service Desk Agent

1 day ago

Kuala Lumpur, Malaysia Mindpec Solutions Full time

**Role**: Service Desk Agent - Bilingual Mandarin/Malay Speaking

**Employer**: BPO

**Working Mode**: On Site

**Job Type**: Permanent

**Job Location**: Kuala Lumpur, Malaysia

**Experience**: Minimum of 1 year of relevant experience in IT support, service desk, or technical customer support.

**Job Overview**

**JOB DESCRIPTION**

**Incident and Outage Management**:

- Proactively monitor IT systems to detect and mitigate potential outages and incidents.
- Lead the investigation and resolution of technical issues affecting business operations.
- Collaborate with IT teams to escalate, track, and restore services in alignment with Service Level Agreements (SLAs).
- Communicate incident status, updates, and resolutions to stakeholders and end-users.

**Systems Monitoring & Performance Improvement**:

- Continuously monitor IT systems and analyze trends to identify performance issues.
- Recommend and implement preventive measures to minimize future incidents.
- Ensure adherence to IT best practices and standard operating procedures.

**Change Management & Production Environment Support**:

- Track and manage IT changes, ensuring seamless acceptance into production environments.
- Work closely with relevant teams to assess and mitigate potential risks associated with changes.
- Ensure IT production services align with operational protocols and business needs.

**IT Service Desk & Technical Support**:

- Provide expert-level support for IT service desk operations, resolving technical issues efficiently.
- Deliver high-quality customer support, ensuring timely responses and resolutions.
- Utilize knowledge management tools to document issues and solutions for continuous improvement.
- Troubleshoot and resolve hardware and software issues
- Document all technical issues and resolutions accurately
- Escalate complex technical issues to the appropriate team members
- Ensure excellent customer service and satisfaction at all times
- Collaborate with other team members to improve processes and procedures

**Customer Satisfaction & Quality Assurance**:

- Maintain advanced proficiency in customer service, ensuring a positive end-user experience.
- Conduct quality assurance (QA) activities to ensure adherence to IT support standards.
- Gather customer feedback and implement improvements to enhance service delivery.

**JOB REQUIREMENTS**
- Bachelor’s Degree in a relevant field of study (e.g., Computer Science, Information Technology, or related discipline).
- Minimum of 1 year of relevant experience in IT support, service desk, or technical customer support.
- Can speak Mandarin/Malay and English preferred
- Expert proficiency in IT Service Desk operations.
- Advanced proficiency in Customer Satisfaction & Quality Assurance (QA).
- Strong troubleshooting skills with experience in incident management & outage resolution.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar platforms).
- Strong problem-solving and analytical abilities.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and handle multiple priorities.

Work Location: In person

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