Service Desk Analyst

Title: Service Desk

Location: Petaling Jaya, Malaysia

Work Mode: Currently Hybrid (Subject to change based on client requirements from May onwards )

Employment Type: Permanent

Shift Allowance: RM300 per month

Shift & Work Schedule

Candidates must be informed to reconfirm shift details during their interview with Danial & Suffie

·                Day Shift: 7:00–8:00 AM start

·                 Night Shift: Rotation changes every 2 weeks

·                 Work Pattern:

o               4 days work → 3 days off, then 3days work–4 days off → repeat continuously

o               Example for April:

§              First 2 weeks: Day shift

§              Next 2 weeks: Night shift

·                 Shift Hours: 9–12 hours per day depending on schedule

·                 Rotation continues based on the above pattern

Coverage Scope

·                 Regional & global support: SEA, US, Canada, Greater China

JOB SUMMARY:

To log, validate and diagnose customer issues, on the full range of products and applications used at the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. Ensure escalation and management of calls is to agreed service levels.

Profile:

· The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. He/she will be strongly team-focused and have proven communication skills. The candidate is flexible and willing to work variable shift pattern.

· Minimum 2 years of experience, with 5+ years preferred.

· Preferably the suitable candidate has a technical aptitude and a basic understanding of various hardware, software, Microsoft® operating systems and applications.

· Fluent in English and Mandarin, speaks clearly in an internationally understandable manner, without regional accents or slang.

· Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company.

Responsibilities & Activities:

· Answer contacts promptly and professionally

· Log/Validate all contacts Call Handling Database

· Resolve a high percentage of customer problems using the relevant tools and systems

· Manage end to end all calls logged, providing regular updates to customers on call status

· Complete follow-on actions as appropriate

· Invoke Escalation Procedures within defined time frames

· Adhere to account Policies & Procedures

· Work to achieve individual and team goals

· Protect confidential and sensitive information and materials

· Observe strict compliance to licensing, copyright and trademark legislation

· Accomplish other duties as required

· Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:

· Ability to communicate at all levels, both technically and non-technically

· Professional & confident

· Good time management skills

· Excellent communication (written and oral) and listening skills

· Ability to perform well as part of a team under direct supervision

· Strong customer focus with prior experience in a customer service role

· Strong interpersonal skills

· Analytical and diagnostic skills

· Desire to work in a rapidly changing environment

· Demonstrated ability to prioritize tasks and work under pressure

· Demonstrated ability to actively participate and work within a team

· Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes

· Ability to comprehend and uphold DXC Policies and Procedures Adherence to 24 X 7 roster