Service desk team lead

Hi@candidate_full_name

I hope you are doing well.

I wanted to check if you are currently open to exploring new job opportunities or considering a change in your career. If you are interested, I would be happy to discuss some relevant roles that may align with your experience and career goals.

Please let me know your current status and availability for a brief discussion. Looking forward to your response. You may share your resume directly to me at [Confidential Information]

Role: Service desk engineer/Lead

Location: Kuala lumpur, Malaysia

Duration: Permanent

Job Description

**Language Requirement**

Mandarinspeaking - Mandatory

 **Job Responsibilities**

* Serve as the first point of contact for customers seeking technical support via phone, chat, or web.

* Diagnose and troubleshoot technical issues remotely using effective problem-solving techniques.

* Identify the most appropriate resolution based on customer issues and system diagnostics.

* Guide users through troubleshooting steps and ensure timely issue resolution.

* Escalate unresolved incidents to the appropriate support teams when required.

* Provide accurate information regarding IT products, services, and system functionality.

* Log, track, and document incidents, resolutions, and customer interactions in the ticketing system.

* Follow up with customers to ensure issues are resolved and provide status updates.

* Share customer feedback and improvement suggestions with the relevant internal teams.

* Continuously identify opportunities to improve support processes and customer experience.

 **Requirements**

* Excellent verbal and written communication skills.

* Diploma or Bachelor's Degree in Computer Science, Information Technology, or a related discipline is preferred.

* 6 - 10 year of experience in Technical Support, Service Desk, IT Helpdesk, or a Call Centre environment.

* Good understanding of computer systems, operating systems, mobile devices, and common IT products.

* Hands-on knowledge of Microsoft Office applications, remote support tools, and databases.

* Strong troubleshooting and analytical skills with the ability to resolve basic technical issues efficiently.

* Knowledge of **ITIL** framework and **ITSM tools (ServiceNow)** will be an added advantage.

Please share below details along with your updated resume -

Nationality:

Visa Status (If Applicable):

Current Location:

Total experience :

Relevant Experience : as Service desk engineer :

Current salary :

Expected salary :

Notice period :

Mandarion speaker: