Greetings from Nityo!!!
Pleasure Talking to you!!
Kindly find Job description for Technical Support role :
Role : Technical Support
Client Location : Petaling Jaya, Selangor
Salary : RM 2300+ 300 allowance
Interview Location : Near Ara Damansara, Petaling Jaya
â¢ Provide 1st level hardware and software troubleshooting assistance over the phone or remotely
â¢ Log service tickets into the SITIâs Call Management System. If not resolved, escalate service ticket to appropriate support groups.
â¢ Field incoming incidents from end users via all contact channels in a courteous
â¢ Build rapport and elicit incident details from service desk customers.
â¢ Prioritize and schedule incidents. Escalate incidents (when required) to the appropriate resolver groups. Adhere to the resolver group escalation process by collecting the required information and make sure it is updated on the ticket properly before the ticket is escalated.
â¢ Maintain ownership on incidents and ensure that they are resolved within the SLA timeframe
â¢ Record, track, and document the service desk incident solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
â¢ Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in incident resolution.
â¢ Test fixes to ensure incidents have been adequately resolved.
â¢ Achieve Consistent Service & Operational Excellence - (Reduce outbound calls, Increase FCR by fixing issues in the first call)
â¢ Meet/Exceed the expectations on FCR, KT Usage, Quality Audits
â¢ Delivering the best customer experience by adhering to Service Desk policies and procedures.
â¢ Adhere and actively participate in service improvement plan.
â¢ Exercise hygiene metrics and compliance through call opening, call logging, ownership and escalation (Schedule
â¢ Adherence, Absenteeism, Aux discipline)
â¢ Identify and learn appropriate software and hardware used and supported by the organization.
â¢ 100% participation in implementation of technology and new service offerings by accounts.
â¢ Actively participate in regular 1x1 with manager; team meetings and huddles, brown bag sessions
â¢ Take part in team events and support team actively
â¢ Ensure all individual and team required training (compliance, ITIL, etc.) is completed by assigned deadline Knowledge.
â¢ information sharing with new members of team (Contributing to KT Knowledgebase)
â¢ Able to speak English
â¢ Candidate must willing to work in rotational shift.
If you are interested, please do the acknowledgement with your updated resume.
Thanks and Regards,