Service Desk Engineer

Tata Consultancy Services; Kuala Lumpur; On-site; MYR 26,784 - 42,408; Full time

Job summary

Tata Consultancy Services in Kuala Lumpur seeks an IT Helpdesk Associate to provide technical assistance and support for computer systems, hardware, and software. You will respond to queries by phone, chat or email, perform remote troubleshooting, and guide users through problem solving.

You will document incidents, escalate when needed, and look for ways to improve support procedures. The role requires clear communication, patience with customers, and a customer‑oriented mindset.

Qualifications

• Strong technical knowledge of computer systems, hardware and software.
• Excellent communication to understand problems and explain solutions clearly.
• Customer-oriented and patient when dealing with difficult customers.

Responsibilities

• Serve as first point of contact for customers seeking technical assistance via phone, chat, or email.
• Perform remote troubleshooting using diagnostic techniques and questions.
• Walk customers through problem-solving steps and resolve or escalate issues.
• Direct unresolved issues to higher-level support.
• Provide accurate information on IT products or services.
• Record events and resolutions in logs and maintain customer status.
• Follow up to update customers and capture feedback for process improvements.
• Install, modify, and repair computer hardware and software as required.
• Determine best solutions based on customer details.

Skills

Technical knowledge

Communication

Customer-oriented

Tools

Diagnostic software

Job description

• Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
• Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
• The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone Chat or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services.
• Respond to email messages for customers seeking help.
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Install, modify, and repair computer hardware and software.
• Determining the best solution based on the issue and details provided by customers.
• Would be responsible for answering the end user query through inbound and outbound calls and chat and owning the self-service tickets created for IT Service Desk by end users.
• The associate has to report to the office all 5 days