Casual, Full Time
Malaysia, Penang
Posted 2 weeks 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)

Job Features

Job Category

Technical

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