Service Desk - Kuala Lumpur, Malaysia - Cognizant Technology Solutions

Cognizant Technology Solutions
Cognizant Technology Solutions
Verified Company
Kuala Lumpur, Malaysia

4 weeks ago

Siti Tan

Posted by:

Siti Tan

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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.
  • Shift coverage 12*5

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Language requirement
  • Cantonese & English

Key responsibilities:


  • 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)
  • At least user experience with Windows OS

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
  • Ability to perform in adverse situations
  • Ability to work effectively in office environment
  • Knowledge/exposure on ticketing tools (e.g. Service Now)
  • Clear understanding of ITIL V3 & V4 processes and relationship
  • Good communication skills and customer management experience
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervisor
  • Troubleshooting skills on VPN connectivity, dial up, wireless routers
  • Knowledge on active directory, domain controllers, databases etc
  • Exposure to password reset tools
  • Troubleshooting experience using remote control tool
  • Trouble shooting skills and experience in handling Exchange (Outlook)

#LI-CTSAPAC

Employee Status :
Full Time Employee


Shift :
Day Job


Job Posting :
Nov

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