Global Service Desk Agent \ IT Support – Kuala Lumpur, Malaysia

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2656

Job Summary and Mission

The primary role is that of providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives. Filters calls/emails and provides basic support and troubleshooting, such as password resets, printer configurations, ticket routing and escalation to Level 2 and Level 3 support. A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented (Known Issues).

Summary of Key Responsibilities

Responsibilities and essential job functions include but are not limited to the following:

  • Strong experience in troubleshooting and in supporting a diverse range of hardware and software.
  • Serving as the first point of contact for customers seeking technical assistance over the phone or email
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures

Summary of Ideal Experience, Skills, Knowledge, and Abilities

EXPERIENCE

  • 2 years of experience with customer service by phone or other tools
  • Experience working in an environment with GxP quality guidelines is preferred

LANGUAGE SKILLS

  • Local and proficient in English (speech and writing)
  • Ability to communicate clearly and concisely, both orally and in writing

KNOWLEDGE, SKILLS, AND ABILITIES

  • Flexible attitude, reliable
  • Good team player
  • Good listening skills, strong communicator
  • Fast learner, self-driven
  • Asking probing questions and researching, analyzing and rectifying problems
  • Methodical and disciplined work style
  • Basic knowledge and technical troubleshooting skills for Laptop (Lenovo), MS 365, MS Outlook, MS Office Applications, Windows, iPhone/iPad/IOS, AD, Networks, Windows Server, SharePoint, VEEVA and SAP client
  • Knowledge-base lookup for quick access to answers and solutions
  • Basic ticketing knowledge (Fast job logging based on templates, convert calls and emails information into tickets briefly and clearly but covering all information required)
  • Reporting
  • Preferably ServiceNow experience

SUMMARY OF EDUCATION

  • Diploma or Bachelor’s degree in Information Technology related fields
  • ITIL Foundation (added advantage)
  • GxP (added advantage)

POTENTIAL CAREER DEVELOPMENT

  • Training and certification of one or more products managed by Wizlynx
  • Advancement to higher operational tiers and/or team leader

 

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