Service Desk Analyst (Cantonese speaker)ID:53025

4,000 MYR ~ 5,500 MYRDamansara HeightsOver 3 months ago

Overview

  • Salary

    4,000 MYR ~ 5,500 MYR

  • Industry

    IT/Telecommunications

  • Job Description

    - Ensure issue diagnosis and resolution according to SLA’s, work practices and procedures.
    - Understand and address impacts on Service Desk resourcing.
    - Managing all critical/high severity incidents
    - Conduct team meetings as required
    - Responsible for receiving and logging all inbound calls and emails via the respective ticketing system.
    - Provide immediate incident resolution or workaround to user.
    - Escalate incidents that are not solvable in Service Desk to the correct resolver group.
    - Ensure service request are escalated to the correct resolver group and prioritize problems
    – assign the proper category in the helpdesk system
    - Manage user expectation with timely follow up on pending incidents tickets.
    - Document problems - log all problems and inquiries in the helpdesk system, enter in the ticket detailed description of the problem
    - Build strong relationship with internal and external customer/business
    - Maintain knowledge base and other documentation
    - Contribute to problem management and root cause analysis

Qualifications

  • Requirement

    <Must>
    - Diploma, Bachelor's Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
    - At least 2-3 year(s) of working experience in Customer Service/ Service Desk Operation.
    - Fluent in Cantonese(Speaking, writing and typing) and English
    - Good analytical skills and an ability to define the precise nature of customer requirements
    - Methodical and disciplined approach to work
    - Excellent Customer Service experience and focus

    <Prefer>
    - ITIL certified to Foundation level is desirable

  • English Level

    -

  • Other Language

    Cantonese, English

Additional Information