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    Service Desk Analyst - Kuala Lumpur, Malaysia - HCL Technologies Limited

    HCL Technologies Limited
    HCL Technologies Limited Kuala Lumpur, Malaysia

    2 days ago

    Default job background
    Full time
    Description
    Job Description

    Responsibilities:

    • Serve as the first point of contact for customers seeking technical assistance over phone/chat/web
    • Perform remote troubleshooting through diagnostic techniques and pertinent questions
    • Determine the best solution based on the issue and details provided by customers
    • Walk the customer through the problemsolving 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
    • Followup 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
    Requirements

    • Experienced with Windows 11 and M36
    • Tech savvy with working knowledge of office automation products, databases and remote control
    • Good understanding of computer systems, mobile devices and other tech products
    • Ability to diagnose and resolve basic technical issues
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