Source description
About the role
Job requirement:
Serves as first point of contact for all IT incidents or enquiries across APAC region
Perform first level troubleshooting / guidance, maintain high First Call resolution for customers
Excellent communication and service attitudetocustomers
Provide endtoend communicationstocustomers
Abletopass on and escalate customer's feedback, suggestions or issuestorelevant teams
Identify and suggest possible improvements in terms of process, or Incident Management
Direct unresolved issuestothe next level of support teams.
Abletorecord all incident events and logs, and resolution taken in every tickets
Provide a clear and accurate incident details & logs prior escalation
Abletofollow a defined process in terms of escalation, follow up, daily operations, monitoring, and reports
Tech savvy with working knowledge of: ServiceNow, Active Directory, Exchange, Task Scheduler, Files permission, Citrix fundamental, Network concepts, Airwatch, Remote connections
Customer service oriented
Good understanding for iOS and Windows 10 devices
Proficient and abletocommunicate well with English & Chinese language
Provide and maintain high rates of First Call Resolution & Customer Satisfaction
Job type: Full Time/Contract Division: eTeam Malaysia Reference: 20-01061
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