Job Opportunity For Service Desk

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 years’ experience in a customer service industry, preferably IT based;
• At least 1 years’ 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 SLA’s.
• Respond to customers’ voice mail & Email messages;
• Follow procedures to ensure all calls are identified as ‘in’ or ‘out’ 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;