Service Desk - Kuala Lumpur - Wipro Limited

    Wipro Limited
    Wipro Limited Kuala Lumpur

    1 day ago

    Full time RM36,000 - RM60,000 (MYR) per year *
    Description

    Provide L0/L1/L1.5 technical support for global users across TI, covering accounts, access, desktop, collaboration tools, network basics, and ticket handling.

    Key Responsibilities

    ·      Handle inbound and outbound customer calls, chats, and emails while ensuring zero missed contacts and adherence to communication standards.

    ·      Provide Level 1 troubleshooting for Windows, macOS, VPN, Active Directory, Email, SCCM, Antivirus, and Microsoft Office applications.

    ·      Manage dispatch, routing, and transfer of issues to onsite teams or Level 2/3 support groups when resolution is beyond L1 scope; coordinate escalation instructions and keep users informed throughout the process.

    ·      Perform installation, patching, configuration, optimization, bug fixes, troubleshooting, upgrades, and updates for approved Windows/macOS, third‑party applications, device drivers, peripherals, mobile devices, remote connectivity tools, and enterprise collaboration applications following SOP guidelines.

    ·      Accurately log, categorize, and track all incidents and service requests in the designated ITSM/ticketing system.

    ·      Adhere to SLA commitments, response timelines, and ticket ownership protocols to ensure high-quality service delivery.

    ·      Collaborate with internal technical teams to escalate and resolve complex or high‑priority issues as needed.

    ·      Provide clear, concise, and customer‑friendly communication regarding issue status, troubleshooting steps, and final resolution.

    ·      Enter precise incident/request descriptions received via phone, chat, web forms, or email into the customer's ticketing platform.

    ·      Document troubleshooting steps, analysis, actions taken, and resolution details in the ticketing system as part of daily support responsibilities.

    ·      Ensure timely closure of incidents and requests within agreed SLAs; follow up with assigned teams or escalate pending items when required.

    ·      Deliver problem resolution based on documented solutions and guidance provided by TI support teams.

    ·      Troubleshoot Sentinel alerts and manufacturing tools where applicable.

    ·      Create and update routing matrices to ensure accurate ticket assignment and prevent incorrect transfers.

    ·      Guide users to appropriate knowledge base articles or self‑service resources to promote faster resolution.

    ·      Participate in production stop workflows and escalate per defined processes and timelines.

    ·      Maintain 98%+ CSAT scores and consistently meet quality and performance metrics.

    Skills

    ·      Effective written and oral communication skills.

    ·      Analysts should be Self Motivated, Professional, Courteous, helpful and must possess a customer service mindset with an ability to multi-task by handling multiple issues at the same time

    ·      Technical skills working with Windows OS, Mac OS, MS Office applications, MS Exchange, Active Directory, Ticketing Platform solutions, Internet, VPN related software, Webex.

    ·      Proactive in resolving issues and looking for process efficiencies

    Language Support: English, Mandarin, and Bahasa

    * This salary range is an estimation made by beBee
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