Job Description

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.