IT Service Desk Analyst: First-Line Tech Support

Singapore Telecommunications Limited; Kuala Lumpur; On-site; MYR 42,000 - 60,000; Full time

Job summary

Singtel is launching a new Shared Services Centre in Kuala Lumpur and is seeking an IT ServiceDesk Support to provide first-level technical support with a strong customer-service focus. You will handle inquiries via phone, chat and tickets, perform initial troubleshooting, and ensure timely updates and resolution.

The role requires a Diploma or Degree, prior IT service desk or customer service experience, and a willingness to work rotating shifts to support 24x7 operations.

Qualifications

• Diploma or Degree in any discipline.
• Prior experience in an IT ServiceDesk, Call Centre or Customer Service environment, including handling calls and written correspondence, will be an advantage.
• Strong customer-service orientation with a positive CAN-DO attitude and passion for delivering quality service.
• Excellent verbal and written communication, comprehension and interpersonal skills, with professional work etiquette.
• Good analytical and problem-solving skills with the ability to troubleshoot issues effectively.
• Ability to multitask and manage multiple customer requests in a fast-paced environment.
• Resourceful, proactive, results-driven and attentive to detail.
• Strong team player with the ability to adapt to a changing working environment.
• Responsible and dependable with a positive working attitude.
• Proficient in PC applications, including Microsoft Office.
• Knowledge or experience using ServiceNow will be an advantage.
• Ability to work on staggered and rotational shifts, including weekends and Public Holidays, to support 24x7 Contact Centre service operations.

Responsibilities

• Provide First Call Resolution (FCR) technical support to customers via phone, self-service tickets and live chat.
• Perform first-level troubleshooting for reported incidents and escalate unresolved issues to second-level resolver groups.
• Identify and resolve customer issues and enquiries accurately within committed turnaround times and ServiceDesk standards.
• Provide timely updates to customers on the status of incidents within SLAs.
• Maintain ownership of cases from reporting to resolution and closure.
• Educate customers on IT services and guide them to self-service resources.

Skills

IT ServiceDesk experience

Customer service

Communication skills

Microsoft Office

ServiceNow

Team player

Education

Diploma or Degree in any discipline

Tools

ServiceNow

Job description

Singtel is launching a new Shared Services Centre in Kuala Lumpur and is seeking an IT ServiceDesk Support to provide first-level technical support with a strong customer-service focus. You will handle inquiries via phone, chat and tickets, perform initial troubleshooting, and ensure timely updates and resolution.

The role requires a Diploma or Degree, prior IT service desk or customer service experience, and a willingness to work rotating shifts to support 24x7 operations.