IT Service Desk Analyst (Mandarin Speaker)ID:51715
4,500 MYR ~ 5,500 MYRUSJ/Subang JayaOver 3 months agoOverview
Salary
4,500 MYR ~ 5,500 MYR
Industry
Manufacturing(Pharmaceutical/Medical Equipment)
Job Description
Mission
- To provide a seamless and positive experience for our customers who contact us via multiple channels.
- Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests.
- Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).
Job Responsibility
- Provide 1st level support from a wide range of services including travel and expense, procurement and IT services, to internal and external customers and patients.
- Handle Incidents & Requests received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures.
- Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides & showing Self Service Portal capabilities, etc. Moreover, contributes to Building Knowledge base for customer experience organization and customers.
- Ensure that excellent customer experience is achieved through the combination of soft skills and customer- centric mindset.
- Invest in Self-Learning and development: Stay up-to-date with new services, and invest in technical expertise for specific areas according to the business needs.
Qualifications
Requirement
- Education: Diploma in IT / Computer Science
- Experience :
> At least 2 years experience in related field
> At least 1 year experience in a technical support environment.
> At least 1 year experience in customer service
> 1-3 years in IT Technical and customer support for china region will be good.
> Familiar with Windows, Mac and Google in general.
> Supports Standard and Non-Standard Software, Hardware & Infrastructure.
> Provide 1st level technical & customer support for services for our internal employees
> Can support standard and non-standard software, hardware & infrastructure.
> Support and handles incidents & requests with few channels like 60% phone, 5% chat, 30% email and 5 % self-service portal request.
> Mainly guide customers on self-service portal, provide good customer experiences, IT troubleshooting
The ideal candidate
- Customer oriented mindset, highly accountable, agile, and results oriented.
- Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.
- High aptitude for learning and developing skills in his/her areas of specialization.
- Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment .
- Develop organizational and communication skills.
- Taking ownership and driving end to end resolution while keeping the customer updated.
- Ability to comply with process requirements, like discipline on the job schedule adherence to established procedures and effort to meet performance metrics related to the job.
- Contributes to the organization's quality goals by knowing and understanding quality metrics and the way she/he can positively impact those.
- Involvement in small projects with the guidance of the operations manager or people leader.
- Learn from the focus groups such as QA, KM, Feedback, and others, as part of their development.English Level
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Other Language
Mandarin, English
Additional Information
Benefit
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