Service Desk Analyst

JOB DESCRIPTION

· Provide first level contact and convey resolutions to customer issues

· Provide assistance by phone, email and/or chat using a ticket management system

· Quickly and accurately determine incident scope and impact

· Properly escalate unresolved queries to the next level of support

· Follow up with customers, provide guidance and see problems through to resolution

· Follow up on tickets at pre-defined intervals until resolved

· Track, route and redirect problems to correct resources

· Walk customers through problem solving process

· Update customer data and produce activity reports

· Update the internal knowledgebase with issue resolution details

· Utilize excellent customer service skills and exceed customers' expectations

· Preserve and grow on knowledge of Service Desk procedures, products and services

REQUIREMENT

· Open to fresh Degree graduate preferably Computer Science/Information Technology Engineering (Computer/Telecommunication) or equivalent

· Candidate who possess a Diploma or Advanced/Higher/Graduate Diploma

· Proficiency in English and Bahasa Malaysia

· Hardworking and willing to learn new knowledge

· Good troubleshooting and multi-tasking skills

· Good interpersonal and customer care skills

· Good analytical and problem-solving skills

· Ability to deal with difficult callers

· Willing to work in 24/7 shift environment

· Possess own transport

Customer Service, Analytical, Troubleshooting, Interpersonal, Problem-solving