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    Service Desk Analyst - Klang, Malaysia, Selangor - PRIVASIA Technology Berhad

    PRIVASIA Technology Berhad
    PRIVASIA Technology Berhad Klang, Malaysia, Selangor

    1 week ago

    Default job background
    Full time
    Description

    JOB DESCRIPTION

    · Provide first level contact and convey resolutions to customer issues

    · Provide assistance by phone, email and/or chat using a ticket management system

    · Quickly and accurately determine incident scope and impact

    · Properly escalate unresolved queries to the next level of support

    · Follow up with customers, provide guidance and see problems through to resolution

    · Follow up on tickets at pre-defined intervals until resolved

    · Track, route and redirect problems to correct resources

    · Walk customers through problem solving process

    · Update customer data and produce activity reports

    · Update the internal knowledgebase with issue resolution details

    · Utilize excellent customer service skills and exceed customers' expectations

    · Preserve and grow on knowledge of Service Desk procedures, products and services

    REQUIREMENT

    · Open to fresh Degree graduate preferably Computer Science/Information Technology Engineering (Computer/Telecommunication) or equivalent

    · Candidate who possess a Diploma or Advanced/Higher/Graduate Diploma

    · Proficiency in English and Bahasa Malaysia

    · Hardworking and willing to learn new knowledge

    · Good troubleshooting and multi-tasking skills

    · Good interpersonal and customer care skills

    · Good analytical and problem-solving skills

    · Ability to deal with difficult callers

    · Willing to work in 24/7 shift environment

    · Possess own transport

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