Job Description
- Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis, and resolution of client problems.
- Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective unit which may range from very straightforward problems through to more complicated issues.
- Respond to a large volume interaction and efficiently while also providing a high degree of client satisfaction.
- Handled interaction within agreed customer Service Level Agreement (SLA)
- Record and classify all customers queries.
- Responds to and diagnoses complex incidents in a customer focused environment by demonstrating strong ability to perform Technical Helpdesk Skills.
- Prioritize and resolve issues identified by customers and other teams in a timely manner.
- Updates customer on Incident status/resolution in accordance with SLA.
- Monitor the IT service process and workflow to ensure SLA's are met.
- Provide accurate and creative solutions to service management to improve service delivery
- Liaise with internal and external resolver groups regarding queries by end user on incident status on daily basis.
- Work with IT Services functional teams and other team members to ensure issue resolution in accordance with Service Level Agreement (SLA).
- Monitor interaction channels to ensure all incidents are updated & progressing in the required timescales
- Meet all KPI set by operation management team.
Required language(s): English & Mandarin
