Job Description:
We are seeking dedicated and enthusiastic individuals to join our technical support team as a L1 Service Desk Analyst. In this role, you will serve as the first point of contact, providing first level technical support to clients.
The position requires strong problem-solving skills and an aptitude for working with applications and systems to perform analysis, diagnosis, and resolution of client issues. You will play a key role in resolving IT-related problems while delivering exceptional service to ensure customer satisfaction.
Key Responsibilities:
- Responds to inbound calls and emails within specified time SLAs and guidelines, escalating issues as necessary in accordance with protocols.
- Handles first-level troubleshooting and logs tickets in the client's ticketing system.
- Analyses and interprets client inquiries to identify and resolve issues effectively
- Provides accurate, innovative solutions to client problems while meeting pre- defined quality standards
- Delivers information, advice, or instructions in response to client inquiries, ensuring a high degree of client satisfaction.
- Records and processes client inquiries in relevant paperwork and systems, collaborating internally to ensure queries are addressed and problems resolved efficiently.
- Maintains exceptional customer satisfaction by delivering professional and helpful service at all times.
Requirements:
- Based in or willing to work in Plaza Damansara
- Minimum of a Diploma in Information Technology, Computer Science, or related fields.
- Fresh graduates are welcome to apply.
- Proficient in both written and spoken English and Bahasa Malaysia
- Willingness to work on a shift schedule, including weekends, or public holidays as required.
- Preferably some prior experience in a technical helpdesk or customer support environment.
- Strong problem-solving skills and the ability to work under pressure.
- Excellent communication and interpersonal skills.
