Service Desk Agent

Tasks:

-> Provide remote L1 Support to End Users;

-> Analyzing problem & putting correct resolution in place;

-> Troubleshooting and relating resolution procedures to non-technical end- users,

-> opening, closing & monitoring of the incidents in the system during the complete incident lifecycle;

-> Monitoring the correct timelines (SLA)

-> Contact with the end user via phone, e-mail & chat, -> Providing input toward Knowledge base maintenance. -> Working on 8h shifts from our office located in KL (100% onsite, no possibility of hybrid or remote work), rotational shift support during weekends

Requirements:

-> Fluent Mandarin language and good English; or JLPT N1/N2 Japanese language and good English;

-> Strong organizational skills with ability to prioritize effectively

-> Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflict situations;

-> Previous experience with L1 remote support including: troubleshooting, diagnosis, resolution, software deployment will be considered as distinctive asset

-> Able to work on shifts (8:00 - 6:30) Monday till Friday (8 working hours per day)

-> Working on Malaysian public holidays will be required followed by agreed replacement leave