Job Description

Unified Service Desk Associate

Field incoming tickets / Phone calls / Chat
from end-users to resolve application issues.

Document all pertinent end user identification information, including name,
department, contact information, and nature of problem or issue.

Prioritize, schedule, and administer all instances where issues are reported.

Perform user guidance at Level 1 and 1.5 wherever possible and strive for first
call resolution.

Record, track, and document the problem-solving process, including all
successful and unsuccessful decisions made, and actions taken, through to final
resolution.

Communicate application problems and issues to key stakeholders, including
Management, Development teams, End-users, and Managers.

Working experience in Service Now is a mandate.

Identify and learn appropriate software applications used by End User.

Candidates must have customer service, accurate and logical problem solving and
communication skills, and the ability to work in a team environment.

Language
Support:

English and Cantonese for Malaysia Delivery Location

Responsibility:

· Answer
all calls offered to Service Desk queues and responsible for managing the
ticket queues

· Attend
troubleshooting calls and execute installations, desktop maintenance and
upgrades.

· Assess
user needs and develop technical solutions on work related issues.

· Document
on technical support and business processes.

· Determine
and execute system reconfiguration needs.

· Establish
end user service level agreements.

· Configure
and install phone and computer.

· Install
and manage peripheral support devices like printers.

· Offer
remote support for retail stores, point-of-sale on network connectivity and
printing.

· Examine,
manage, maintain, upgrade and support network servers’ equipment and
maintenance.

· Intimate
the Shift lead/ L2 whenever there is an upward trend in calls.

· Promptly
notify Critical Incident Management of high priority issues after collecting
required information for escalation

· Update
the trackers and details required for Shift Handover.

· Adherence
to schedules and report to Shift leads in case of any misses.

· Resolve
incoming client calls based on departmental goals

· Provide
detailed documentation in call logging system

· Take
ownership and responsibility for problems for client’s technical issues

· Increase
knowledge base by passing new issue resolution information to Service Desk’s
Knowledge Administrator through the established Missing Knowledge process

· Promptly
notify Critical Incident Management of high priority issues after collecting
required information for escalation

· Maintain
a high level of Quality Customer Service.

Should have knowledge in ITIL V3 standards and practices