IT Service Desk Analyst (Mandarin Speaker)ID:51715

4,500 MYR ~ 5,500 MYRUSJ/Subang JayaOver 3 months ago

Overview

  • 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

    -

  • Other Language

    Mandarin, English

Additional Information