IT Service Desk Support

Singtel; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

Join a dynamic team as an IT Service Desk Support professional, where you will play a crucial role in providing first-class technical support. This position is perfect for those who are passionate about delivering exceptional customer service and thrive in a fast-paced environment. You will be responsible for resolving customer issues, maintaining case ownership, and ensuring the highest standards of service delivery. With opportunities for career growth and development, this role is ideal for fresh graduates and experienced individuals alike. Embrace the chance to make a real impact in a supportive and engaging workplace!

Qualifications

• Degree/Diploma in any discipline, preferably IT-related.
• 1-2 years experience in IT Service Desk or Call Centre is advantageous.

Responsibilities

• Provide first call resolution technical support via phone and chat.
• Manage customer expectations and follow up on reported issues.

Skills

Customer Service Skills

Communication Skills

Analytical Skills

Multi-tasking

IT Service Desk Experience

PC Skills

Positive Mindset

Education

Degree/Diploma in IT or related field

Tools

ServiceNow

MS Office

Job description

Be a part of something BIG!

The IT Service Desk Support is responsible in providing First Call Resolution (FCR) technical support via phone, self-service tickets and live chat. He/She will ensure tickets raised as per above channels are responded in a timely manner. This role also requires first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

Make an Impact by:

• Identifies and resolves customer issues and enquires completely, accurately within the committed turnaround time and in accordance with ServiceDesk standards to ensure contact handling accuracy and operational effectiveness.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
• Ensures highest standard of service delivery to our customers.
• Maintains confidentiality of customer’s data.
• Uses customer service and sales skills to optimize the opportunity of each customer contact.
• Educates the customer about available services and directs them toward available resources for self-help.
• Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.

Skills for Success:

• Degree/ Diploma in any discipline, preferably in IT related field.
• Fresh graduates are welcome to apply for this position.
• 1-2 years of experience in IT ServiceDesk, Call Centre, Customer Service (calls and correspondents) environment will be an advantage.
• Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service.
• Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
• Good analytical skills, passion for working and is good in multi-tasking.
• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
• Passion for working, responsible and with good working attitude.
• Proficient in PC skills including MS Office applications and ServiceNow.
• Willing to work on staggered/rotational shifts (e.g. 12 hour shift) including weekends and Public Holidays to support 24x7 Contact Centre service operations.

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