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Net2source LLP

Korean It Service Desk

Net2source LLP

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    Job Description

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0-5 Years
a month ago
476 Viewed
112 Applied

Job Description

Responsibilities:

Take and receive all customer calls in a professional and courteous manner as well as providing advice and support.
To handle & reply incoming emails within timely manner each depending on accounts contractual SLA's.
Respond to customers voice mail & Email messages;
Provide first time fix, wherever possible;
Apply known solutions, advice and guidance to customers;
Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams;
Log all calls, using the designated call handling system and entering detailed and accurate information; of ticket priority and differences between IMAC's, ensuring adequate service type to be applied on tickets.
Communicate with Incident Management, Change Management, Problem Management and respective support teams to confirm details of high severity, minor/major change or problem records.
Validate user equipment inventory data held within the inventory database;
Assign any problems which cannot be resolved during the call to the appropriate support group;
Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group;
Contact the customer to assess their satisfaction prior to the closing of a call;
Carry out appropriate level of technical investigation prior to escalating to the next level
Ensure effective escalation and hand-over of customer enquiries/problems to the correct AO resolving group, client Resolver Groups and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner.

Requirements:

Good Communication skills
Experienced with IT knowledge
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Net2Source Consulting and Business Solutions SDN BHD.

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