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Service Desk Agent-Mandarin speaker

Keywords / Skills : ITIL, Remote Support

1 - 5 years
Posted: 2019-04-18

Consulting/Advisory Services
Technical Support Engineer
3000 - 4000 MYR
Posted On
18th Apr 2019
Job Description
Key Responsibilities:
  • Record incident resolutions in the Help Desk tool based on user communication via phone, email, etc.
  • Alert/Event monitoring 
  • Ticket life cycle handling 
  • Co-ordination between customers, resolver groups and 3rd parties. 
  • Incident handling and escalation management 
  • Remote troubleshooting for desktop machines, laptops, Notebooks, Printer Services : network printers - Le, iPhones, iPad
  • Backup system support; 
  • Updating current infrastructure; 
  • Deploying new equipment; 
  •  Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable time frame.
  • ·Provide initial assessment of urgency and business impact on all support calls.
  • Manage Service requests, software installations, new computer setups, upgrades, etc.
  • Manage request fulfillment as per work flow tasks defined, access management through multiple portals.
  •  Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
  • Support the following technologies: Microsoft Office products - Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC's, basic LAN/WAN connectivity and others as assigned.
To be considered for this role, you will offer the following requirements
  • Diploma or Degree in any discipline
  • Mandarin: both speaking and written are required
  • Experience in service desk or technical support will be added advantage
  • Analytical ability is required in order to resolve technical issue

Key Skill(s)

About Company

Expora Database Consulting Services Sdn Bhd

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