Service Desk Specialist
2 days ago
Job description:
Specialized call center that provides technical support and customer service
for complex products or services. They focus on resolving complex issues beyond standard support channels, offering 24/7 multilingual support to serve a global audience.
ob Responsibilties:
- Perform log & route to Tier 2 or Resolver Team(s)
- Perform 1st level troubleshooting on EUC/Server/Network
- Basic POS troubleshooting
- Application troubleshooting
- Respond to the incoming enquiries/incident/request (Call, Email, Webchat, EUP, IVR handling)
- Password reset and unlock.
- Provide timely status update on issues escalated and to close tickets within service level agreement.
- Ensure daily tasks are executed according to SOP (Standard Operation Procedure)
Job Requirements:
- Open for Malaysia citizen ONLY
- Fresh Graduate or 1 years
of experience in IT support service desk / network security support - Excellent command of English, both written and spoken
(MUST) - Willing to work
12-hour shifts
. - Strong communication and customer service skills.
Technical skills
- Microsoft:
O365 (Word, Excel, PowerPoint, Outlook, Teams, SharePoint/OneDrive), Windows - Security & Monitoring:
Sentinel, Defender, SIEM, Firewall IDS/IPS, SolarWinds - Troubleshooting:
Desktop, Network, Security - Tools:
ServiceNow / BMC Remedy, Cloud Telephony
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