Service Desk - Bayan Lepas, Malaysia - Tentacle Technologies MSC Sdn. Bhd

Tentacle Technologies MSC Sdn. Bhd

Verified Company

Bayan Lepas, Malaysia

3 weeks ago

Posted by:

Siti Tan

beBee Recruiter

Qualifications

Diploma or Bachelor Degree in IT / Computer Science or equivalent
Professional certification is an added advantage i.e. MCP/MCITP/MCSE, Lotus Notes, ITIL

Core responsibilities

The range of activities and tasks to be undertaken by a First Level Support Analyst are to:

Take and receive all customer calls in a professional and courteous manner as well as providing advice and
Follow procedures to ensure all calls are identified as 'in' or 'out' of contracted scope;
Provide 'first time fix', wherever possible;
Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams;
Log all calls, using the designated call handling system and entering detailed and accurate information;
Perform end to end ticket management for all incidents & changes, ensuring each call is progressed till resolution.
Understanding of ticket priority and differences between IMAC's, ensuring adequate service type to be applied on tickets.
Communicate with Incident Management, Change Management, Problem Management and respective support teams to confirm details of high severity, minor/major change or problem records.
Validate user equipment inventory data held within the inventory database;
Assign any problems which cannot be resolved during the call to the appropriate support group;
Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group;
Contact the customer to assess their satisfaction prior to the closing of a call;