IT Service Desk with Cantonese Proficiency - Kuala Lumpur, Selangor, Malaysia - Cognizant

Description

Job Summary:
Providing technical first level support for multiple projects.

• Receiving end user calls
• Provide first level resolutions for EUC and Business Applications
• Ticket creation/Categorization / Prioritization
• Ticket escalation to respective Support Group
• Incident resolution and recovery for IT SD/Account Provisioning/L1 EUC/L1 Apps
• Ticket update and Closure.
• Language requirement - Cantonese & English

Key Responsibilities
Mandatory: At least user experience with Windows OS

• Troubleshooting skills on desktop and applications (MS office, Adobe etc)
• Business application knowledge(L1) for increased FCR
• Troubleshooting skills on VPN connectivity, dial up, wireless routers.
• Knowledge on active directory, domain controllers etc
• Exposure to password reset tools.
• Troubleshooting experience using remote control tools
• Trouble shooting skills and experience in handling Exchange (Outlook)

Job Requirements

• Good communication skills and customer management experience
• Knowledge on operations/service delivery and ability to manage situations with minimum supervision.
• Good Analytical & Coordination skills are essential.
• Basic Customer service skills
• Basic understanding of Computers and Troubleshooting skills required.
• Customer service orientation and ability to work in a team.
• Good interpersonal and communication skills
• Customer service orientation and ability to work in a team.
• Excellent Soft skill, Communications skills (Voice & Email) to handle global customers.
• Ability to perform in adverse situations.
• Ability to work effectively in office environment.