IT Service Desk Agent (Korean Speaker)ID:49967

3,500 MYR ~ 6,000 MYRBangsarOver 3 months ago

Overview

  • Salary

    3,500 MYR ~ 6,000 MYR

  • Industry

    Software/Information Processing, IT/Telecommunications

  • Job Description

    <Role Purpose>
    Service Desk Experts provide responsive, professional and competent technical 2nd line support of incidents. They influence and improve the quality of knowledge articles as well as support training activities within the desk environment. Role holders may (but not always) have some team leading and supervisory duties.

    <Key Accountabilities>
    - To provide a single point of contact for users.
    - Deals with management of both routine and non-routine incidents and requests.
    - Provision of first line support for incidents.
    - Takes ownership for listening to and understanding basic customer problems.
    - Asking relevant questions to resolve typically known problems within required timescales.
    - Knows when problems are ‘beyond them’ and escalates so they can be resolved.

    <Key Performance Indicators>
    - Feedback from Customers, Service Delivery Management, Team etc.
    - Technical Assessments (where applicable)
    - Proven track record of problem resolutions.
    - Evidence of sharing and re-use of knowledge.
    - Successful production of documentation.
    - Successful management and implementation of changes.
    - Improvement/ enhancements to service delivery.
    - Meets and improves service level requirements.
    - Successful management of escalations in a timely manner.
    - Meets project deadlines and costs within own area of responsibility.
    - Errors with workarounds or fixes provided in a timely manner.
    - Percentage of customer problems resolved within required timescales.
    - Improved first time/line fix.
    - Correct application of severity, impact and priority.
    - Up to date personal learning plan available.

Qualifications

  • Requirement

    - Education: Degree / Diploma in ICT Study, Computer Science or other IT related study.
    - Skills & Experience:
    > Korean skill: TOPIK 5 and above
    > Customer service skills, IT trouble shooting skills
    > Fresh graduates are welcome to apply
    > IT helpdesk experience is an added advantage
    - Certificate : ITIL holder has advantage
    - Others: Willing to work under shift rotation hour.
    ** Project Operations Hour: 24/ 7 | 2 / 3 Days off a week. (Based on assigned project)

  • English Level

    -

  • Other Language

    Korean, English

Additional Information

  • Benefit

    Salary: RM 3,500 ~ 6,000
    * 12 months contract basis
    * Conversion to permanent (based on performance)
    * Working hour vary upon project assignment
    * Project Operations Hour: 24/ 7 | 2 / 3 Days off a week. (Based on assigned project)

    - Language Allowance = RM 1,200
    - Shift allowance = RM 250
    - Medical insurance
    - Outpatient claims of RM750 for contract staff.
    - OT rate per hour is fixed for all the employees = RM 15 / hour

  • Working Hour

    Shift ~ Shift

  • Holiday

    -

  • Job Function