IT Service Desk Specialist - User Support & Quick Resolution

Infosys; Petaling Jaya; On-site; MYR 33,480 - 66,960; Full time

Job summary

Infosys in Malaysia is seeking an IT Support professional to provide first-level assistance for Agency Distribution, PRU FA and Bancassurance users. You will handle walk-in, phone and email inquiries with a focus on customer service and timely resolutions.

The role requires a Diploma or Degree in Information Technology and more than 1 year of experience in IT support, with proficiency in English. Onsite work in Petaling Jaya is expected, with collaboration across IT teams.

Qualifications

• More than 1 year of experience in a similar IT support or service desk role.
• Proficiency in English.

Responsibilities

• Handle walk-in, incoming calls and email enquiries from the sales force with excellent customer service.
• Follow up on and resolve complaints, ensuring satisfactory closure within service standards.
• Collaborate with team members and leaders to achieve quality outcomes and productivity targets.
• Escalate unresolved issues to the next level of support per procedures.
• Participate in ad hoc projects and initiatives as required.
• Provide onsite system support when required.
• Keep PSD Operations SOPs up to date and aligned with requirements.
• Document new processes to support consistency and continuity.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

IT support

Education

Diploma or Degree in Information Technology

Job description

Infosys in Malaysia is seeking an IT Support professional to provide first-level assistance for Agency Distribution, PRU FA and Bancassurance users. You will handle walk-in, phone and email inquiries with a focus on customer service and timely resolutions.

The role requires a Diploma or Degree in Information Technology and more than 1 year of experience in IT support, with proficiency in English. Onsite work in Petaling Jaya is expected, with collaboration across IT teams.