Casual, Full Time
Malaysia, Penang
Posted 3 months ago
- Strive for a high level of first-contact resolution.
- Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
- Accurately document calls and incidents.
- Manage time and workload to meet predetermined service levels.
- Maintain data accuracy in our contact management system.
- Assign incidents and requests to the correct support group.
- Act as a single point of contact on incidents and problems logged.
- Perform appropriate diagnostics to initiate the problem management workflow process.
- Provide clients with a reference number for their incident/request.
- Understand various sources that interface with the Service Desk.
- Support multiple clients through customer service professionalism and insight.
- Become multi-skilled as workload changes occur within the Service Centre.
- Champion, implement or support change.
- Identify process efficiencies within the Service Centre and take corrective action to implement change.
- Discover and document processes and procedures which need to be published to the team or on the Knowledgebase.
- Ability to comprehend and uphold Policies and Procedures (including time reporting, attendance, etc)