IT Service Desk 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

SayHELLO to BIG Possibilities with Singtel KL(Sudong MY Sdn Bhd)!

Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

We are looking for a IT ServiceDesk Support to provide first-level technical support and deliver a high

standard of customer service across multiple support channels.

Make an Impact by:

• Provide First Call Resolution (FCR) technical support to customers via phone, self-service tickets and live chat, ensuring requests are responded to in a timely manner.
• Perform first-level troubleshooting for reported incidents and elevate unresolved issues to the appropriate second-level resolver groups in accordance with established work instructions.
• Identify and resolve customer issues and enquiries accurately and completely within committed turnaround times and ServiceDesk standards.
• Provide timely updates to customers on the status and progress of outstanding incidents within agreed Service Levels.
• Maintain ownership of assigned cases from initial reporting through to resolution and closure, ensuring all relevant information and actions are accurately documented.
• Perform initial classification and prioritisation of incidents and track resolution progress to ensure appropriate follow-up actions are completed.
• Manage customer expectations effectively and notify the Team Lead of unusual increases or recurring patterns in calls or incidents.
• Deliver a high standard of service and customer experience across all interactions.
• Maintain confidentiality and appropriate handling of customer information and data.
• Educate customers on available IT services and guide them towards suitable self-service resources where appropriate.
• Handle customer complaints and service-related issues professionally, ensuring accurate documentation of concerns, actions taken and final resolutions.
• Apply strong customer service and communication skills to maximise the effectiveness of every customer interaction.
• Perform other related duties as required to support changing business and operational requirements.

Skills for Success

• 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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Telecommunications & Internet Service Providers 1,001-5,000 employees

Singtel is Asia's leading communications technology group, operating in one of the world’s fastest growing and most dynamic regions.

Together with Optus, our wholly-owned subsidiary, and our regional associates Airtel, AIS, Globe and Telkomsel, we serve a mobile customer base of more than 780 million across 20 countries.

We harness the power of new technologies including 5G to bring an unparalleled network and innovative digital products and services that enrich the experiences of consumers as they lead more digital and connected lifestyles.

Singtel is Asia's leading communications technology group, operating in one of the world’s fastest growing and most dynamic regions.

Together with Optus, our wholly-owned subsidiary, and our regional associates Airtel, AIS, Globe and Telkomsel, we serve a mobile customer base of more than 780 million across 20 countries.

We harness the power of new technologies including 5G to bring an unparalleled network and innovative digital products and services that enrich the experiences of consumers as they lead more digital and connected lifestyles.

What can I earn as an IT Service Desk Analyst