Provide merchants/customers with a first point of contact for all incidents, queries and requests.
To effectively manage the Service Desk by ensuring all Incidents or Service Request tickets are promptly attend, resolved or assign.
To monitor and maintain SLA, chase/follow up outstanding tickets with merchant/customers or within internal support teams.
To support the EPOS environments, ensuring that appropriate monitoring and support activities are addressed.
To collaborate closely with internal support teams from other regions members to ensure all the issues/problems/escalations are resolve in a timely manner.
Log calls as per procedures, and where possible provide immediate response for resolution.
To ensure compliance to policies and standards for operational use in EPOS.
Job Requirements
About the Role
Were looking for a ServiceDesk Technical Analsyst who will require to manage our merchants/customers enquiries or issues via various communication mediums.
To this end, you will need to be have a problem solving and team player mindset as you are require to work closely with other team mates or cross support engineers to resolve our merchant/customers queries
This role will be supporting on Hong Kong, Taiwan, Malaysia, Singapore (and other regions) using mainly on Mandarin (Cantonese/Mandarin) language
What Youll Need
Diploma or High Diploma in Computer Science or related industries
Minimum 1 year experience in IT industry
Fluency in spoken and written English and Mandarin ( Mandarin & Cantonese )
Fresh graduates are also welcome
ITIL V3 or V4 certified
Familiarize with ticketing system (Zoho Desk as an add advantage) and ITSM workflow.
Hands on experience in iOS operating system to enduser support ( added advantage )
Able to work on shifts
Good in English and communication skills that able to interact with colleagues in different markets.
Good team player, self-motivated
Immediate available is highly preferred
Job Benefits
Benefits : Annual Leave: 14 days in the first year, with 1 additional day per year of service (capped at 18 days)
EPF: Standard
Hospitalisation Insurance: Eligible after completion of probation
