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Service Desk
Ref No.: 20-01173
Location: Kuala Lumpur
 
No Job requirement
1 Serves as first point of contact for all IT incidents or enquiries across APAC region
2 Perform first level troubleshooting / guidance, maintain high First Call resolution for customers
3 Excellent communication and service attitude to customers
4 Provide end to end communications to customers
5 Able to pass on and escalate customer's feedback, suggestions or issues to relevant teams
6 Identify and suggest possible improvements in terms of process, or Incident Management
7 Direct unresolved issues to the next level of support teams.
8 Able to record all incident events and logs , and resolution taken in every tickets
9 Provide a clear and accurate incident details & logs prior escalation
10 Able to follow defined process in terms of escalation, follow up,  daily operations, monitoring, and reports
11 Tech savvy with working knowledge of : ServiceNow, Active Directory, Exchange, Task Scheduler, Files permission, Citrix fundamental, Network concepts, Airwatch, Remote connections
12 Customer service oriented
13 Good understanding for iOS and Windows 10 devices
14 Proficient and able to communicate well with English & Chinese language
15 Provide and maintain high rates of First Call Resolution & Customer Satisfaction