Work Location: Chai Chee
Mandatory Skills: Microsoft Exchange / Outlook
Preferred Skills: ITIL 4.0, CompTIA A+, ITSM Tool
Service Desk Agent is responsible for providing assistance to end users with technical issues and service requests. As the first point of contact, they help users resolve problems related to hardware, software, and network issues. Service Desk Agents utilize IT Service Management (ITSM) tools to log all incoming inquiries, track their progress, and ensure resolution.
To provide timely, effective, efficient and professional quality service to resolve problems and to achieve customer expectation.
- Polite and professional in handling all calls, email queries and requests.
- Log all reported incidents using the incident ticketing tool.
- Provide first level support to troubleshoot and resolve technical issues.
- Accurate assessment / resolution of problems.
- Regular updates for follow up actions & incident status.
- Escalate of incidents to appropriate second level support in accordance with escalation matrix as per work instructions.
- Work with Team Lead to feedback and improve processes where applicable.
- Shift works and weekend duty required
- At least 2 years of working experience in IT Service Desk environment.
- Strong computer skills and ability to trouble shoot IT related issue and achieve first line resolution.
- Timely escalation to 2nd and 3rd level support via support escalation matrix.
- Manage and prioritize multiple support requests at the same time, ensuring each user gets the help they need without delays.
- Good writing and verbal communication skills.
- Certifications such as ITIL Foundation and CompTIA A+ or equivalent are a plus
- To provide timely, effective, efficient and professional quality service to resolve problems and to achieve customer expectation.
