IT Service Desk Support

Singtel; Kuala Lumpur; On-site; MYR 33,480 - 55,800; Full time

Job summary

Singtel is seeking an IT Service Desk Support in Kuala Lumpur, responsible for providing first-level technical support via phone and chat. This role requires effective problem-solving skills, ownership of customer cases, and the ability to handle multiple inquiries efficiently. Fresh graduates are welcome to apply. Candidates should demonstrate strong communication skills and a positive attitude towards customer service delivery. The position involves working in a fast-paced environment and may require staggered shifts.

Qualifications

• Degree/Diploma in any discipline, preferably in IT related field.
• Fresh graduates are welcome to apply.
• 1-2 years of experience in IT ServiceDesk or Customer Service is an advantage.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and chat.
• Identify and resolve customer issues accurately within turnaround time.
• Maintain ownership and follow-up on cases until closure.

Skills

Positive mindset

Communication skills

Analytical skills

Customer service skills

Multi-tasking

Education

Degree/Diploma in IT related field

Tools

MS Office applications

ServiceNow

Job description

Be a part of something BIG!

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 above channels are responded in a timely manner. This role also requires first level troubleshooting on all reported incidents and escalates incidents to 2nd level resolver groups as per work instructions.

Make An Impact By

• Identify and resolve 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.
• Ensure highest standard of service delivery to our customers.
• Maintain confidentiality of customer’s data.
• Use customer service and sales skills to optimize the opportunity of each customer contact.
• Educate the customer about available services and direct them toward available resources for self-help.
• Resolve customer complaints and problems to the satisfaction of the customer, and complete 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 correspondences) 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 or 12 hours shift) including weekends and public holidays to support 24x7 contact centre service operations.