IT Service Desk specialist- Mandarin Speaking
- Compensation
- Not disclosed
- Location
- Kuala Lumpur, Malaysia
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- Ø Good verbal and written communication skills.
- Ø Basic understanding of IT Service Desk operations.
- Ø Fundamental understanding of computer hardware, software, and networking concepts.
- Ø Strong customer service attitude.
- Ø Willingness to learn ITIL and incident management process.
- Job Description
- Ø We are looking for a Service Desk Engineer to provide technical assistance to our international clients. They will be the first point of contact for the users who call our IT Service Desk.
- Ø Respond to incidents and service requests via Phone, chat or Service now ticketing system.
- Ø Assist users with password resets, Microsoft 365 support, and basic applications issues.
- Ø Troubleshoot common laptop, desktop, printer, connectivity problems.
- Ø Document incidents and resolutions in the ITSM tool.
- Ø While supporting the user on call, AHT needs to be 7 minutes.
- Operational Requirement
- Ø Responding to queries via chat, email, or phone
- Ø Resolving problems with networks and other computer systems
- Ø Diagnosing system errors and other issues
- Ø Following up with customers to ensure full resolution of issues
- Ø Following up and coordinating with other teams/Partners to resolve customer issues.
- Ø Recommending improvements and fix process gaps
- Ø Remotely accessing hardware or software for clients to make changes and fix problems
- Ø Coordination & follow-up with Level2, Field-Ops for ongoing queries/request
- Ø Follow up on pending tickets and updates
- Ø The Go-to person for directing the requester for finding a solution with the right stake holders
- Ø Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents.
Full description
Service Desk AnalystLocation- KLExperience- 2-5 YearsMust have Experience.
Ø Good verbal and written communication skills.
Ø Basic understanding of IT Service Desk operations.
Ø Fundamental understanding of computer hardware, software, and networking concepts.
Ø Strong customer service attitude.
Ø Willingness to learn ITIL and incident management process.
Job Description
Ø We are looking for a Service Desk Engineer to provide technical assistance to our international clients. They will be the first point of contact for the users who call our IT Service Desk.
Ø Respond to incidents and service requests via Phone, chat or Service now ticketing system.
Ø Assist users with password resets, Microsoft 365 support, and basic applications issues.
Ø Troubleshoot common laptop, desktop, printer, connectivity problems.
Ø Document incidents and resolutions in the ITSM tool.
Ø While supporting the user on call, AHT needs to be 7 minutes.
Operational Requirement
Ø Responding to queries via chat, email, or phone
Ø Resolving problems with networks and other computer systems
Ø Diagnosing system errors and other issues
Ø Following up with customers to ensure full resolution of issues
Ø Following up and coordinating with other teams/Partners to resolve customer issues.
Ø Recommending improvements and fix process gaps
Ø Remotely accessing hardware or software for clients to make changes and fix problems
Ø Coordination & follow-up with Level2, Field-Ops for ongoing queries/request
Ø Follow up on pending tickets and updates
Ø The Go-to person for directing the requester for finding a solution with the right stake holders
Ø Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents.