IT Service Desk Support

Singtel Group; Kuala Lumpur; On-site; MYR 33,480 - 50,220; Full time

Job summary

A leading telecommunications provider is looking for an IT Service Desk Support professional in Kuala Lumpur. This role involves providing first call resolution technical support through various channels while ensuring customer satisfaction and timely incident resolution. Candidates should have a degree/diploma in IT or a related field and possess strong communication and analytical skills. Fresh graduates are welcomed, and this role may require staggered shifts to support 24x7 operations.

Qualifications

• Degree or Diploma in any discipline, preferably in IT.
• Fresh graduates are welcome to apply.
• 1-2 years of experience in IT ServiceDesk or Call Centre is an advantage.
• Passion for quality customer service and a pleasant demeanor.
• Willingness to work on staggered shifts, including weekends.

Responsibilities

• Provide technical support via phone, tickets, and chat.
• Identify and resolve customer issues accurately.
• Maintain ownership of cases and follow up until closure.
• Manage and prioritize incident classification and resolution.

Skills

Customer service skills

Analytical skills

Communication skills

Problem-solving skills

Education

Degree/Diploma in IT or related field

Tools

MS Office

ServiceNow

Job description

IT Service Desk Support

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

Make an Impact by:

• Identifies and resolves customer issues and enquiries 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. 8.5 or12 hours shift) including weekends and Public Holidays to support 24x7 Contact Centre service operations.

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