IT Service Desk

Unified Service Desk Associate

Description:

Field incoming tickets / Phone calls / Chat from end-users to resolve application issues.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Prioritize, schedule, and administer all instances where issues are reported.
Perform user guidance at Level 1 and 1.5 wherever possible and strive for first call resolution.
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Communicate application problems and issues to key stakeholders, including Management, Development teams, End-users, and Managers.
Working experience in Service Now is a mandate.
Identify and learn appropriate software applications used by End User.
Candidates must have customer service, accurate and logical problem solving and communication skills, and the ability to work in a team environment.

Language Support:

English and Cantonese for Malaysia Delivery Location

Responsibility:

· Answer all calls offered to Service Desk queues and responsible for managing the ticket queues

· Attend troubleshooting calls and execute installations, desktop maintenance and upgrades.

· Assess user needs and develop technical solutions on work related issues.

· Document on technical support and business processes.

· Determine and execute system reconfiguration needs.

· Establish end user service level agreements.

· Configure and install phone and computer.

· Install and manage peripheral support devices like printers.

· Offer remote support for retail stores, point-of-sale on network connectivity and printing.

· Examine, manage, maintain, upgrade and support network servers’ equipment and maintenance.

· Intimate the Shift lead/ L2 whenever there is an upward trend in calls.

· Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation

· Update the trackers and details required for Shift Handover.

· Adherence to schedules and report to Shift leads in case of any misses.

· Resolve incoming client calls based on departmental goals

· Provide detailed documentation in call logging system

· Take ownership and responsibility for problems for client’s technical issues

· Increase knowledge base by passing new issue resolution information to Service Desk’s Knowledge Administrator through the established Missing Knowledge process

· Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation

· Maintain a high level of Quality Customer Service.

Should have knowledge in ITIL V3 standards and practices