Service Desk Support

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.

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

Excellent verbal and written communication skills in Mandarin and English.

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 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 Policies and Procedures Adherence to 24 X 7 roster