Junior IT Service desk

3 weeks ago

Bengaluru, India Ssquad Global Full time

❖ Provide first line technical support to clients, diagnosis and resolution of client problems.

❖ Serve as the first point of contact for users seeking technical assistance over the phone or email,

❖ Perform remote troubleshooting through diagnostic techniques and pertinent questions

❖ Determine the best solution based on the issue and details provided by users

❖ Walk the users through the problem-solving process

❖ Direct unresolved issues to the next level of support personnel

❖ Provide accurate information on IT products or services

❖ Record events and problems and their resolution in logs

❖ Follow-up and update user's status and information

❖ Pass on any feedback or suggestions by users to the appropriate internal team

❖ Identify and suggest possible improvements on procedures

❖ Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective L2 engineers

which may range from very straightforward problems through to more complicated issues.

❖ Handle interaction and updates customer on Incident status/resolution in accordance with SLA.

❖ Work with internal and external resolver groups regarding queries by end user on incident status on daily basis to

ensure issue resolution in accordance with Service Level Agreement (SLA).

❖ Tickets/Incidents are acknowledged on time and business user expectation are set and kept up to date on their ticket

progress. Incidents are properly updated with all relevant information

❖ Record and classify all customers and queries

❖ Respond to and diagnose incidents in a customer focused environment by demonstrating strong ability to perform

Technical Helpdesk Skills.

❖ Prioritize and resolve issues identified by customers and other teams in a timely manner.

❖ Manage customer complaints and queries

❖ Maintain a high degree of customer service for all support queries to ensure that service level standards are exceeded

❖ Meet all KPI set by operation management team.

❖ Any other duties that may be assigned from time to time for the benefit of the Employer

ESSENTIAL CRITERIA


•Candidate must possess at least a Diploma, Advanced/Higher/ Graduate Diploma,Bachelor's Degree, Computer

Science/Information Technology, or equivalent.


•Required skills: Service desk, Technical Helpdesk.


• Required language (s): Malay and English


• At least 1-3 year(s) of working experience in the related field is a plus


• Preferably Junior Executives specializing in Technical and Helpdesk Support or equivalent.


• Tech savvy with working knowledge of office automation products, databases and remote control


• Good understanding of retail computer systems, mobile devices and other tech products ABOUT SSQUAD vh

Service Desk Support Job Description SKILLS/ REQUIREMENTS RESPONSIBILITIES CAREER SUMMARY


• Ability to diagnose and resolve basic technical issues


• Excellent communication skills


• Customer-oriented and cool-tempered


• An analytical mind and strong problem-solving ability


• Willing to work in 24/7 on rotation and shift environment and on public holidays.


• Experience in supporting Retail environment will be an added advantage

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