Service Desk Analyst

Job description

Take and receive all customer calls in a professional and courteous manner as well as providing advice and support.
Follow procedures to ensure all calls are identified as ‘in’ or ‘out’ of contracted scope and logged accordingly in the Atos Origin Service Management Tool.
Log all calls, using the designated call handling and ticketing system and entering detailed and accurate information.
Take end to end responsibility of the logged requests and monitor work progress and service levels.
Provide incident, problem and complaint (escalation) management for the in scope services domain.
Provide technical assistance to customers on the use of all PCs – encompassing desktop related hardware and software in accordance with service level requirements.
Provide advice and guidance to customers on the effective use of the self support portal, desktop systems and their associated software, LAN networks and peripherals.
Provide “First Time Fix” based on contractual scope and obligations.
Ensure effective escalation and hand-over of customer enquiries/problems to the correct 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner.
Carry out appropriate level of technical investigation prior to escalating to the next level.
Keep the customer, when they make follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group

Desired profile

 Candidate must possess at least a Diploma, Bachelor's Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technical.
In depth knowledge of PC technologies and desktop/server hardware and software architectures.
Knowledge of cabling and network architectures.
Ability to grasp new technical concepts quickly.
In depth knowledge of Microsoft applications used on PCs – MS Office 2003, MS Windows XP.
Knowledge of Lotus Notes mail.
Basic understanding of computers and how they are configured.
Ability to identify and distinguish between hardware, software, network and server problems.
Skills in the use of PCs and associated software and applications.
Experience in using remote tool and remote assistance is an added advantage.
At least 1-2 year’s working experience in service desk and in a large customer focused environment.
Good interpersonal skills and customer interface skills – both on the phone and in person with customers and colleagues.
Good written and verbal communication skills – in particular verbal and telephone enquiry handling skills and business fluent in English.
Self motivation, drive and determination to succeed.
Willing to work on 24x7 shift hours including weekends/public holidays
Willing to work in Cyberjaya, Malaysia.
Required language(s): English
Apply for this job
Back to search results