Level 1.5 Service Desk Analyst - WPP -Wong Zhu Hao

Job description

Level 1.5 Service Desk Analyst (24 x 7 shift)

Overview of job role :
·  Handle IT inquiries/incidents or problem via phone, email, fax, web and other means set by the respective account
·  Manages and provide management support to the agents who are supporting the customer inquiries and problems.
·  Responsible for the development and motivation of the agents and ensuring they have the necessary tools and information.
·  Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction.
·  Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.Responsible for ensuring resources are utilized efficiently and in the way that consistently promote the customer quality and satisfaction.
Skills and requirements :
·  Diploma or Bachelor's degree or equivalent
·  Fresh graduate or Min 1-2 year Helpdesk Experience.
·  Good spoken English.
·  Good technical knowledge in Win2K/XP environment, IE, MSOffice 2000/2003, Lotus Notes, Basic Network troubleshooting skill.
·  Demonstrated ability to think critically and analytically.
·  Proven supervisory skills and ability to organize and clearly communicate thoughts and ideas.
·  Must be willing to work in a stressful environment.
·  Must be customer oriented.
·  Strong written and verbal communication skills.
·  Willing to take on extra tasks that are given.
Auto req ID

185526BR
Required Education

Associate's Degree/College Diploma
Role ( Job Role )

Customer Service Representative
State / Province

SELANGOR
Primary job category

Technical Specialist
Company

(1097) IBM Global Delivery Centre (Malaysia) Sdn Bhd
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

CYBERJAYA
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  Manages and provide management support to the agents who are supporting the customer inquiries and problems.
·  Responsible for the development and motivation of the agents and ensuring they have the necessary tools and information.
·  Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction.
·  Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.
·  Responsible for ensuring resources are utilized efficiently and in the way that consistently promote the customer quality and
·  satisfaction.
Skill-keywords

Skills and requirements:
Bachelor's degree or equivalent and Min 1-2 year Helpdesk Experience. Good spoken English, Mandarin & Korean.Good technical
knowledge in Win2K/XP environment, IE, MSOffice 2000/2003, Lotus Notes, Basic Network troubleshooting skill.
Demonstrated ability to think critically and analytically. Proven supervisory skills and ability to organize and clearly communicate thoughts and ideas. Must be willing to work in a stressful environment. Must be customer oriented. Strong written and verbal communication skills. Willing to take on extra tasks that are given.
Country/Region

Malaysia
Preferred Technical and Professional Experience

·  Bachelor's degree or equivalent
·  Min 1-2 year Helpdesk Experience.
·  Good spoken English & Mandarin.
·  Good technical knowledge in Win2K/XP environment, IE, MSOffice 2000/2003, Lotus Notes, Basic Network troubleshooting skill.
·  Demonstrated ability to think critically and analytically.
·  Proven supervisory skills and ability to organize and clearly communicate thoughts and ideas.
·  Must be willing to work in a stressful environment.
·  Must be customer oriented.
·  Strong written and verbal communication skills.
·  Willing to take on extra tasks that are given.
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

·  Good technical knowledge in Win2K/XP environment, IE, MSOffice 2000/2003, Lotus Notes, Basic Network troubleshooting skill.
·  Demonstrated ability to think critically and analytically.
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

No