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Job Opportunity For Service Desk
Job Opportunity For Service Desk
Tentacle Sso Sdn Bhd
Keywords / Skills :
Fresher
Malaysia
0 - 2 years
Posted:
2019-06-21
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Industry
Other
Function
IT
Role
Fresh Graduate
Posted On
21st Jun 2019
Job Description
We are Tentacle Technologies, IT Solutions company based in Kuala Lumpur, Malaysia. Currently, we are looking for dynamic professionals for the position of Service Desk for our clients ATOS. Here is the JD for the opening position:
Responsibilities
⢠respond to requests for technical assistance in person, via phone, electronically
⢠diagnose and resolve technical hardware and software issues
⢠research questions using available information resources
⢠advise user on appropriate action
⢠follow standard help desk procedures
⢠administer help desk software
⢠redirect problems to correct resource
⢠identify and escalate situations requiring urgent attention
⢠track and route problems and requests and document resolutions
⢠prepare activity reports
⢠inform management of recurring problems
Requirement
⢠Diploma or Bachelor Degree in IT / Computer Science or equivalent
⢠Provide technical input to projects as requested
⢠At least 1 yearsâ experience in a customer service industry, preferably IT based;
⢠At least 1 yearsâ experience of working in a helpdesk/call centre customer handling environment;
⢠Previous working experience in a multinational Service Desk/Helpdesk environment for 1 to 2 years is a definite added advantage
⢠Good interpersonal skills and customer interface skills â" both on the phone and in person with customers and colleagues
⢠Good written and verbal communication skills â" in particular verbal and telephone enquiry handling skills in native language and business fluent English
⢠The range of activities and tasks to be undertaken by a First Level Support Analyst are to:
⢠Take and receive all customer calls in a professional and courteous manner as well as providing advice and support.
⢠To handle & reply incoming emails within timely manner each depending on accounts contractual SLAâs.
⢠Respond to customersâ voice mail & Email messages;
⢠Follow procedures to ensure all calls are identified as âinâ or âoutâ of contracted scope;
⢠Apply known solutions, advice and guidance to customers;
⢠Log all calls, using the designated call handling system and entering detailed and accurate information;
⢠To ensure ticket is raised for each call/email received and minimizing discrepancies between call & ticket ratio.
⢠Perform end to end ticket management for all incidents & changes, ensuring each call is progressed till resolution.
⢠Contact the customer to assess their satisfaction prior to the closing of a call;
Key Skill(s)
Fresher
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Additional Comments
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Exp.:
0 - 2 yrs
Walkin Date:
04 May
Walkin Venue:
Bhopal
Job Details :
Experience :
2 - 6 years
Job Location :
Mumbai
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints. Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Policy Servicing:-
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check Follow up with HUB for policy issuance of pending cases
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