Service Desk Analyst

Privasia Sdn Bhd; Port Klang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology services company in Port Klang is seeking a customer support representative. The role involves assisting customers via phone, email, and chat while providing resolutions to technical issues. Ideal candidates are recent graduates in Computer Science or IT, proficient in English and Bahasa Malaysia. Candidates must be hardworking and willing to work in a 24/7 shift environment. Competitive salary and opportunities for growth are offered.

Qualifications

• Open to fresh degree graduates with a background in Computer Science or IT.
• Proficient in English and Bahasa Malaysia.
• Willingness to work in a 24/7 shift environment.

Responsibilities

• Provide first level contact and resolutions to customer issues.
• Assist customers via phone, email, or chat.
• Update internal knowledgebase with issue resolution details.

Skills

Customer service

Troubleshooting

Multi-tasking

Interpersonal skills

Analytical skills

Problem-solving

Education

Bachelor's degree in Computer Science/Information Technology

Diploma or Advanced Diploma

Job description

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Provide assistance by phone, email and/or chat using a ticket management system.
• Quickly and accurately determine incident scope and impact.
• Properly elevate unresolved queries to the next level of support.
• Follow up with customers, provide guidance and see problems through to resolution.
• Follow up on tickets at pre-defined intervals until resolved.
• Track, route and redirect problems to correct resources.
• Walk customers through problem solving process.
• Update customer data and produce activity reports.
• Update the internal knowledgebase with issue resolution details.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Preserve and grow on knowledge of Service Desk procedures, products and services

Qualifications

• Open to fresh Degree graduate preferably Computer Science/Information Technology Engineering (Computer/Telecommunication) or equivalent.
• Candidate who possess a Diploma or Advanced/Higher/Graduate Diploma.
• Proficiency in English and Bahasa Malaysia.
• Hardworking and willing to learn new knowledge.
• Good troubleshooting and multi-tasking skills
• Good interpersonal and customer care skills.
• Good analytical and problem-solving skills
• Ability to deal with difficult callers
• Willing to work in 24/7 shift environment

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