Service Desk Analyst

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia HCLTech Full time

Job Responsibilities:

  • First Point of Contact: Serve as the initial point of contact for users seeking technical assistance via phone, email, or chat.
  • Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
  • Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Issue Resolution: Determine the best solution based on the issue and details provided by users.
  • Escalation: Direct unresolved issues to the next level of support personnel.
  • Update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
  • Documentation: Record events, problems, and their resolutions in logs.
  • Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
  • Follow-Up: Follow up with users to ensure their issues are fully resolved.
  • Feedback: Pass on any feedback or suggestions by users to the appropriate internal team.
  • Improvement: Identify and suggest possible improvements on procedures.

Job Requirements:

  • BSc/BA in IT, Computer Science, or a relevant field is often preferred.
  • More than 2 years' experience in service desk/IT helpdesk/technical support in global setting.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Proven experience and ability to diagnose and resolve technical issues efficiently.
  • Familiarity with various operating systems, software applications, and hardware.
  • Understanding of network configurations, protocols, and security.
  • Proficiency in using remote desktop applications and help desk software.
  • Excellent communication skills, both verbal and written.
  • Ability to understand, speak, read and write English and Vietnamese
    is required
  • Clear and effective verbal and written communication skills to explain technical issues to non-technical users.
  • Analytical skills to identify the root cause of issues and find effective solutions.
  • Ability to prioritize tasks and manage time effectively to handle multiple requests.
  • Understanding and addressing user concerns with empathy and patience.
  • Ability to work collaboratively with other IT professionals and departments.
  • Flexibility to adapt to changing technologies and user needs.
  • Willingness to stay updated with the latest technology trends and advancements.

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