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"Technical Support","IT Help Desk"

Keywords / Skills : "Technical Support", "IT Help desk", "Technical Helpdesk

2 - 5 years
Posted: 2019-02-16

Customer Service/Call Centre/BPO
2000 - 3000 MYR
Posted On
16th Feb 2019
Job Description
• Voice Support & Email/web technical Support to ensure closure as per ITIL Incident Management process.

• Follow-up/ update ticket for every call to ensure timely closure.

• Call ownership, drive to resolution and communication with customer.

• Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.

• Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.

• Proactive monitoring & Perform documented Escalation process.

• Troubleshooting on Application Support (Off Shelf or Customized)

• Troubleshooting on Printers & MFD’s

• Troubleshooting on VPN software and Collaboration tools

• Troubleshooting on Password Reset tools and Remote Control tools

• Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals and Networking

• Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)

• Interaction with internal and external stakeholders

About Company

About Tech Mahindra – Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. We are a USD 4.9 billion company with 113,550+ professionals across 90 countries, helping over 926 global customers including Fortune 500 companies. Tech Mahindra is amongst the Fab 50 companies in ASIA (Forbes 2016 list). Tech Mahindra is ranked 15th on the Forbes Digital 100 list, which ranks the top 100 public companies that are shaping the digital economy. Tech Mahindra is the highest-ranked non-US company on the list. In 2018, we also made it to Forbes Asia Fab 50 list as well.

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