Job title: Service Desk Analyst - English
Location: Malaysia
Job Type: Permanent
Requirements:
Skill set & Experience
- Experience of working in a large customer focused environment;
- At least 1 year's experience in a customer service industry, preferably IT based;
- At least 2 years experience of working in a helpdesk/customer handling environment;
- Fresh graduates with IT knowledge is welcome to apply.
- Previous working experience in a multinational Service Desk/Helpdesk environment for 1 to 2 years is an definite added advantage
- Good interpersonal skills and customer interface skills both on the phone and in person with customers and colleagues
- Good written and verbal communication skills in particular verbal and telephone enquiry handling skills in business fluent English
- Excellent listening skill
- Good analytical skills and an ability to define the precise nature of customer problems;
- Ability to conceptualize problems
- Ability to give specific and clear instructions and problem-solving advice
- Ability to organize and prioritize work in an effective manner
- Ability to work under pressure and be decisive
- Ability to support multiple accounts/customer environment
- Methodical and disciplined approach to work
- Self motivation, drive and determination to succeed
- Good personal time management and task organization
- Ability to structure and organize small projects
- Ability to work well in a team
- Good understanding of customer satisfaction principles and practices
- Willing to work on 24x7 shift hours including weekends/public holidays
Technical
- In depth knowledge of PC technologies and desktop/server hardware and software architectures
- Knowledge of cabling and network architectures
- Ability to grasp new technical concepts quickly
- In depth knowledge of Microsoft applications used on PCs MS Office 2003, MS Windows XP knowledge of Lotus Notes mail
- Basic understanding of computers and how they are configured
- Ability to identify and distinguish between hardware, software, network and server problems;
- Skills in the use of PCs and associated software and applications;
- Good knowledge of Atos Origin support teams and their interface with customers
- Knowledge and experience in the use of customer request recording systems and Atos Origin Service Management Tool
- Knowledge and experience in RAS support and general administration
