iforte-recruit
Telephone No.
60378830999
Dress Code
Smart Casual
Salary
MYR 3,000.00 - MYR 4,500.00
Working Hours
9.00 - 6.00 weekdays
Location
Petaling Jaya, Selangor, MALAYSIA
Min. Working Experience
2 year(s)
Telephone No.
60378830999
Dress Code
Smart Casual
Salary
MYR 3,000.00 - MYR 4,500.00
Working Hours
9.00 - 6.00 weekdays
Location
Petaling Jaya, Selangor, MALAYSIA
Min. Working Experience
2 year(s)
Description

Act as the frontline, single point of contact with the user community for desktops, common off-the-shelf desktop applications, and infrastructure services (servers, e-mail, file systems, networks, and other miscellaneous services) supported by the company.

Be responsible for day to day interaction with users, service delivery of Infrastructure support, and operations.

Managing incidents through its lifecycle until contact closure. Addressing incidents efficiently, by gathering / logging all necessary information to resolve the user’s incident during the initial contact, and applying their technical knowledge to resolve incidents. Escalating incidents and problems that cannot be resolved to various Infrastructure Management teams and/or Site IT Service Delivery teams. Ensure that users are kept up to date on the status of incidents and problems.

Ensure that Infrastructure Help Desk services meet the terms of the Service Level Agreements with the client’s companies.

MAIN TASKS

  • Receive the user’s call, and provide high quality support.
  • Work with users to collect information pertaining to requests/problems. Log incident records accurately and completely. Questions the user to diagnose the problem. Perform analysis of incidents to determine category and severity.
  • Diagnose problems in several areas including desktop hardware, server services, operating system, network connectivity, databases, security access and common off-the-shelf desktop applications.
  • Resolve incidents as capable and where resolution is not possible assign call to the appropriate Infrastructure Management team and/or Site IT Service Delivery teams. Translate incidents from foreign languages into English and vice-versa.
  • Taking ultimate responsibility for incidents until they are resolved. Tracking incidents that have been handed to IT Services, or other support teams, and ensuring users are contacted with resolutions.
  • Provide customer focus by ensuring that Infrastructure services are delivered to meet customer business needs and expectations.
  • Notify users of resolutions and close incident records when resolution is confirmed with the customer group.
  • Utilize solutions submitted into the knowledge database to resolve common issues.
  • Complete periodic operations under the responsibilities of Infrastructure Help Desk team on a timely basis.
Requirements
  • 2-4 years’ experience in a high volume customer service/call center capacity highly preferred.
  • Must be able to work in enterprise level ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately.
  • Must demonstrate strong written and oral communication skills in English.
  • Extremely detail-oriented.
  • Able to work collaboratively in a team environment.
  • Possess a customer-centric commitment to build and maintain customer relationships.
  • Demonstrate exceptional problem solving and organizational skills.
  • Display energetic, self-motivated and quick thinking with positive attitude.
Benefits

TBC

Key Skills

-