OT - Technical Service Desk - Cantonese Speaking - Selangor, Malaysia - Ctc Global Sdn Bhd

Ctc Global Sdn Bhd Selangor, Malaysia

2 days ago

Part time Technology / Internet

Description

Main Job Tasks and Responsibilities:

Ensure issue diagnosis and resolution according to SLA's, work practices, and procedures.
Understand and address impacts on Service Desk resourcing.
Managing all critical/high-severity incidents
Conduct team meetings as required
Responsible for receiving and logging all inbound calls and emails via the respective ticketing system.
Provide immediate incident resolution or workaround to the user.
Escalate incidents that are not solvable in Service Desk to the correct resolver group.
Ensure service requests are escalated to the correct resolver group and prioritize problems – assign the proper category in the helpdesk system
Manage user expectations with timely follow-up on pending incident tickets.
Document problems - log all problems and inquiries in the helpdesk system, enter the ticket details in the description of the problem
Build strong relationships with internal and external customers/business
Maintain knowledge base and other documentation
Contribute to problem management and root cause analysis

Education and Experience:

Diploma, Bachelor's Degree, Computer Science/Information Technology, Engineering. (Computer/Telecommunication) or equivalent.
At least 2-3 year(s) of working experience in Customer Service/ Service Desk Operation.
Fluent in Cantonese and English is a must.
Good analytical skills and an ability to define the precise nature of customer requirements.
Ability to organize and prioritise your work in an effective manner.
Ability to work under pressure, and works well in a team.
Methodical and disciplined approach to work.
Excellent Customer Service experience and focus.
Active listening includes being alert and showing interest in what the customer is saying.
Speak in terms that a customer can understand and view things from the customer's perspective
Pursues tasks with energy, drive, and a need to finish, even in the face of resistance or setbacks
Work systematically and adhere to stated operating policies and procedures
ITIL certified to Foundation level is desirable

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