Service Desk Agent

Job-ID: 3290 Date: 07 December 2017
  • Malaysia - Petaling Jaya
  • Professionals
  • Full-time
  • Temporary
Your contact Catherine Ho

Be part of us

We are a global IT service provider. With over 2,800 permanent employees in 35 subsidiaries we offer our services worldwide in more than 190 countries.

Your Task

Customer Service is your passion and your customers can tell that from every single contact they have with you. Impressing your contact persons at the top manufacturers in the IT industry and enabling IT services at the most extreme places in the world is what pushes you forward. Agile processes and permanently changing tasks within different projects complete your job description:

  • Provide technical expertise in relevant areas by carrying out system configuration, troubleshooting and escalations as required
  • Provide remote L1 Global Support to end users, analysis and reporting, troubleshooting and relating resolution procedures to non-technical end- users, opening, closing & monitoring of the incidents in the system during the complete incident lifecycle
  • Monitoring the SLA, communication with the end user via phone, e-mail & chat and providing input toward knowledge base maintenance
  • Candidate must be English and Chinese (Mandarin)  speaking / writing to communicate with clients in APAC region
  • Readiness to work on shifts (8 hour shift, 90% of cases shifts will be scheduled between 6am and 7pm of Malaysian local time, but other shifts may occasionally happen as well (about once a month)

Our Requirements

  • Have similar working experience as IT Technical Service Desk minimum of 1 - 2 years or a fresh graduate with good academic are welcome to apply
  • Have Customer Service focus, can do attitude to all aspects of work, with excellent communication skills, and ability to interact professionally with a diverse group of clients and staff in difficult or conflict situations, as well as strong organizational skills with ability to prioritize effectively
  • Experience working for global company and supporting regional APAC customer is preferred

Your Benefits

  • A secure job in an exponentially growing international company
  • Exciting projects in your own responsibility with diverse challenges
  • Wonderful team spirit and a great working atmosphere in a friendly team
  • Direct and open communication
  • Very good opportunities for professional and personal further development thanks to our human resources development programme
  • Mentor programme for an easy start for new employees
  • Room for your own ideas and suggestions for improvement as well as their quick implementation due to brief decisions making processes

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ID: 3290 / Date: 07 December 2017 Service Desk Agent Malaysia / Petaling Jaya
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