Service Desk Analyst

Dear All,

Greetings from Atos

We are hiring for the Service Desk Analyst role.

**Job Title
- Service Desk Analyst**

**Job Type
- Permanent**

**Job Location
- Cyberjaya, Selangor**

**Core responsibilities**:

- 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 and logged

accordingly in the Atos Origin Service Management Tool
- Log all calls, using the designated call handling and ticketing system and entering detailed and

accurate information
- Take end to end responsibility of the logged requests and monitor work progress and service

levels
- Provide incident, problem and complaint (escalation) management for the in scope services

domain
- Provide technical assistance to customers on the use of all PCs - encompassing desktop related

hardware and software in accordance with service level requirements
- Provide advice and guidance to customers on the effective use of the self support portal, desktop systems and their associated software, LAN networks and peripherals
- Provide “First Time Fix” based on contractual scope and obligations
- Ensure effective escalation and hand-over of customer enquiries/problems to the correct 2nd line group, client Resolver Groups and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner
- Carry out appropriate level of technical investigation prior to escalating to the next level
- Keep the customer, when they make follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group

**Secondary responsibilities**

systems where appropriate
- Contact the customers to assess their satisfaction prior to the closing of a call
- Keep up to date with changes in the IT systems of the customer and industry
- Maintain good and constructive relationships with customers and ensure customer requirements are met within agreed timescales
- Provide input to resolve customer complaints and dissatisfaction issues
- Provide technical input to projects as requested
- Keep up to date with new and emerging technologies
- Provide coaching and mentoring support to team members

**Skill set & Experience**

**General**
- Experience of working in a large customer focused environment;
- At least 1 year’s experience in a customer service industry, preferably IT based;
- At least 2 years experience of working in a helpdesk/customer handling environment;
- **Fresh graduates** with IT knowledge is welcome to apply.
- Previous working experience in a multinational Service Desk/Helpdesk environment for 1 to 2

years is an 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 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 manner
- Ability to work under pressure and be decisive
- Ability to support multiple accounts/customer environment
- Methodical and disciplined approach to work
- Self motivation, drive and determination to succeed
- Good personal time management and task organization
- Ability to structure and organize small projects
- Ability to work well in a team
- Good understanding of customer satisfaction principles and practices
- Willing to work on 24x7 shift hours including weekends/public holidays

 

**Technical**
- In depth knowledge of PC technologies and desktop/server hardware and software architectures
- Knowledge of cabling and network architectures
- Ability to grasp new technical concepts quickly
- Basic understanding of computers and how they are configured
- Ability to identify and distinguish between hardware, software, network and server problems;
- Good knowledge of Atos Origin support teams and their interface with customers
- Knowledge and experience in the use of customer request recording systems and Atos Origin Service Management Tool
- Knowledge and experience in RAS support and general administration

**Job Type**: Permanent

**Salary**: RM2,229.92 - RM3,700.00 per month

Schedule:

- Night shift

Ability to commute/relocate:

- Cyberjaya: Reliably commute or planning to relocate before starting work (required)