Service Desk Agent (Fresh Grad) - Mandarin Speaking

Digital Labs Sdn Bhd; Petaling Jaya; Presencial; MYR 28.000 - 42.000; Jornada completa

Descripción de la vacante

Digital Labs Sdn Bhd in Malaysia is seeking a dedicated Service Desk Agent to provide technical support to end-users. You will handle IT issues via phone, email, or chat and deliver efficient, user-focused service in a fast-paced environment.

Responsibilities include troubleshooting hardware and software, managing tickets, guiding users remotely, assisting with setup and password resets, and contributing to a knowledge base.

Formación

• Experience with Onboarding/Offboarding using Active Directory (AD).
• Proficiency in Microsoft applications including AD, Intune, MFA, and email tracing.
• Strong remote desktop support and problem-solving skills.

Responsabilidades

• Provide courteous, timely technical support to end-users via phone, email, or chat.
• Troubleshoot hardware and software issues and escalate complex cases.
• Create and manage service desk tickets with accurate documentation.
• Deliver excellent customer service and ensure user satisfaction.
• Maintain knowledge base with FAQs and standard solutions.
• Document resolutions and best practices for future reference.
• Provide remote desktop assistance and guide users through troubleshooting.
• Assist with setup, installation, and configuration of hardware and software.
• Support password resets and account unlocks per security policies.
• Promote security policies and report potential incidents.
• Collaborate with IT teams to resolve complex issues.
• Stay current with technology trends to improve support capabilities.
• Identify and isolate issues and gather necessary information.

Conocimientos

Customer service

Troubleshooting

Communication

Problem solving

Team collaboration

Herramientas

Active Directory

Intune

MFA

Email tracing

Remote desktop tools

Descripción del empleo

We are looking for a dedicated and customer-focused Service Desk Agent to provide technical support and assistance to our organization's end-users. The Service Desk Agent will play a crucial role in resolving IT issues, answering inquiries, and delivering efficient and responsive support to ensure a smooth IT environment.

Key Responsibilities:

• Provide courteous and timely technical support to end-users via phone, email, or chat, assisting with IT-related issues, questions, and service requests.
• Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed.
• Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of incidents.
• Deliver exceptional customer service by actively listening to users' needs, addressing concerns, and ensuring user satisfaction throughout the support process.
• Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.
• Document issue resolutions, troubleshooting steps, and best practices for future reference and knowledge sharing.
• Provide remote desktop assistance when required, guiding users through problem-solving steps and remote troubleshooting tools.
• Assist with the setup, installation, and configuration of computer hardware, software applications, and peripherals.
• Assist users with password resets and account unlocks in accordance with security policies.
• Promote and adhere to security policies, recognizing and reporting potential security incidents.
• Collaborate with other IT teams and specialists to collaborate and resolve complex issues.
• Stay up to date with technology trends, new software, and hardware to improve support capabilities.
• Ability to identify and isolate issues, as well as gather information.
• Account Provisioning Skills: Must have experience with the Onboarding/Offboarding process using Active Directory (AD).
• Microsoft Applications: Proficiency in AD, Intune, MFA (Multi-Factor Authentication), and email tracing.