Service Desk Analyst (English and Mandarin Speaker)

DXC Technology; Petaling Jaya; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading global technology company in Petaling Jaya is looking for a Customer Support Specialist. This role involves logging, validating, and diagnosing customer issues across a range of products. The ideal candidate should excel in communication, have technical aptitude, and previous experience in customer service. Join a team that fosters collaboration and inclusiveness.

Qualifications

• Excellent verbal and written communication skills in Mandarin and English.
• Previous experience in a technical support or customer service environment.
• Ability to work under pressure in a fast-paced, changing environment.

Responsibilities

• Log and validate customer issues.
• Resolve customer problems using relevant tools and systems.
• Manage end-to-end call handling and provide updates to customers.
• Invoke escalation procedures within defined time frames.

Skills

Communication skills

Technical aptitude

Analytical skills

Customer focus

Job description

Job Description:

JOB SUMMARY:

To log, validate and diagnose customer issues, on the full range of products and applications used at the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. Ensure escalation and management of calls is to agreed service levels.

Profile:

· The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. He/she will be strongly team-focused and have proven communication skills. The candidate is flexible and willing to work variable shift pattern.

· Preferably the suitable candidate has a technical aptitude and a basic understanding of various hardware, software, Microsoft operating systems and applications.

· Excellent verbal and written communication skills in Mandarin and English.

· Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company.

Responsibilities & Activities:

· Answer contacts promptly and professionally

· Log/Validate all contacts Call Handling Database

· Resolve a high percentage of customer problems using the relevant tools and systems

· Manage end to end all calls logged, providing regular updates to customers on call status

· Complete follow-on actions as appropriate

· Invoke Escalation Procedures within defined time frames

· Adhere to account Policies & Procedures

· Work to achieve individual and team goals

· Protect confidential and sensitive information and materials

· Observe strict compliance to licensing, copyright and trademark legislation

· Accomplish other duties as required

· Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:

· Ability to communicate at all levels, both technically and non-technically

· Professional & confident

· Good time management skills

· Excellent communication (written and oral) and listening skills

· Ability to perform well as part of a team under direct supervision

· Strong customer focus with prior experience in a customer service role

· Strong interpersonal skills

· Analytical and diagnostic skills

· Desire to work in a rapidly changing environment

· Demonstrated ability to prioritize tasks and work under pressure

· Demonstrated ability to actively participate and work within a team

· Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes

· Ability to comprehend and uphold DXC Policies and Procedures Adherence to 24 X 7 roster

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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