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Technical Helpdesk Specialist

Keywords / Skills : ITIL Incident & Problem Management

1 - 5 years years
Posted: 2017-09-13

Nationality
Malaysia
Industry
ITES/BPO
Function
IT
Customer Service/ Call Centre/ BPO
Role
Customer Service Executive
Salary
2800 - 4000 MYR
Posted On
13th Sep 2017
Job Description
Position Summary & Key Areas of Responsibility:
  • Responsibility is to remotely coordinate the resources required to manage problem resolution for NCR POS products and services 
  • Primary role is to coordinate and provide services in a profitable environment that supports our values and the business as a whole. 
  • Isolate problems and create resolution plans; Log problem resolution- maintains databases; 
  • Support the resolution of known software problems to be fixed in later releases; 
  • Prepares standard reports to ensure Service Level Agreement is represented accurately 
  • Works directly with the customer or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer's problems; 
  • Responsible for developing or collaborating with a Solution Engineer to develop the problem isolation, solution creation, and solution implementation plan defined by the Incident Management Process (IMP) to help resolve the customer's problem 
  • Performs additional troubleshooting activities, escalates problems to the appropriate party(s), and assists in communicating the solution to the customer; Number and type of systems and customers supported will be dependent on the candidate's technology, product, and project management skills 
Requirements:
  • Strong technical background 
  • Minimum of 2 years BPO Technical Support experience 
  • Good analytical and problem solving skills 
  • Up-to-date technical knowledge 
  • Knowledge of relevant software computer applications and equipment 
  • Should have Bachelor Degree / Diploma in Information Technology 
  • Should have good communication skills and would able to communicate with overseas customers 
  • Would be able to respond back to the technical quarries and close the calls as per the given timeline 
  • Would be able to manage day to day task as early and closely work with team manager. 
  • Should have learning attitude and closely work with team lead or team manager 
  • Familiar with ITIL Incident & Problem Management would be added advantage 
  • Technically inclined in Networking & Windows concepts 
  • Comfortable with 24/7 shift rotation basis


About Company

Apar is a leading provider of information technology and consulting services and dedicated to helping the world’s leading companies build stronger, new age, digital businesses.

Today’s customers and employees are expecting a new style of commerce, content and collaboration that’s social-, mobile-, analytics-, and cloud-enabled. They’re looking for the same anytime, anywhere, and any-device convenience across applications. Traditional business processes, business models and even entire industries are being disrupted as products and services become ever-more digitized. This trend is placing new requirements and burdens on the corporation in terms of being able to collect, manage and interpret this information to support effective business decision-making.

Apar’s expertise helps corporations in deployment of SMAC-enabled applications and infrastructure with attention to three key areas: developing core skills around supporting the new work style of their customers and employees, understanding how to assess business processes for digital transformation, and, finally, addressing the upcoming information inflection point. Our teams accomplish this not only by dealing with the sheer scale and velocity of our customers’ data streams by focusing on retooling the infrastructure and developing intelligent analytics to make smart decisions related to this information in addition to routine transaction processing.

Headquartered in Singapore we partner with the IT industry to provide comprehensive cutting edge technology and business solutions. We aims to be a premier international software services and solutions company by providing the best value to clients, employees and associates in an honest, open and ethical environment.
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