Service Desk Specialist

Infosys Limited; Petaling Jaya; On-site; MYR 42,000 - 66,000; Full time

Job summary

Infosys Limited is seeking an IT helpdesk professional to provide first-level support for agency distribution and Bancassurance clients in a dynamic environment. You will handle inquiries via walk-ins, calls, and email with a focus on customer satisfaction and timely resolution.

The role requires strong communication in English, the ability to multitask, and collaboration with multiple IT teams while contributing to continuous process improvements and onsite support as needed.

Qualifications

• Customer service experience in IT or service desk roles.
• Strong verbal and written communication in English.
• Ability to multitask and adapt in a fast-paced environment.

Responsibilities

• Handle walk-in, phone and email inquiries from sales teams with excellent service.
• Follow up on and resolve complaints within service standards.
• Collaborate with team members and leaders to meet quality and productivity targets.
• Escalate unresolved issues following standard procedures to appropriate stakeholders.
• Participate in ad hoc projects and process improvements.

Skills

Customer service

Verbal communication

Written communication

Team collaboration

Education

Diploma or Degree in Information Technology

Job description

Job Profile Summary

In this role, you will provide first-level Information Technology support to Agency Distribution, PRU FA and Bancassurance users. You will work closely with various IT teams to deliver timely, effective and customer-focused support to the distribution channels.

Job Description

• Handle walk-in, incoming call and email enquiries from the sales force, demonstrating excellent customer service skills to meet and exceed customer expectations.
• Follow up on and resolve complaints, ensuring satisfactory closure within the agreed service standards.
• Work closely with team members and leaders to achieve quality outcomes and productivity targets.
• Channel and elevate unresolved issues or complaints to relevant stakeholders or the next level of support in accordance with agreed procedures.
• Participate in ad hoc projects and initiatives as required.
• Proactively identify areas for service and process improvement and provide recommendations to the team leader.
• Provide onsite system support when required.
• Ensure all PSD Operations SOPs are kept up to date and aligned with operational requirements.
• Document new processes relating to PSD Operations to support consistency, knowledge sharing and operational continuity.

Who we are looking for

Competencies and Personal Traits

• Independent, focused and able to work effectively across different functions.
• Excellent verbal and written communication skills, with strong interpersonal skills.
• Adaptable and able to perform well in a dynamic work environment.

Able to multi-task, meet tight deadlines and work effectively in a fast-paced environment.

Working Experience

More than 1 year of experience in a similar IT support or service desk role.

Education

Diploma or Degree in Information Technology or a related field of study.

Language

Proficiency in English.