Technical Service Desk

1-4 years
5 months ago 251 Applied
Job Description

Main Job Tasks and Responsibilities:

  • Ensure issue diagnosis and resolution according to SLA's, work practices, and procedures.
  • Understand and address impacts on Service Desk resourcing.
  • Managing all critical/high-severity incidents
  • Conduct team meetings as required
  • Responsible for receiving and logging all inbound calls and emails via the respective ticketing system.
  • Provide immediate incident resolution or workaround to the user.
  • Escalate incidents that are not solvable in Service Desk to the correct resolver group.
  • Ensure service requests are escalated to the correct resolver group and prioritize problems assign the proper category in the helpdesk system
  • Manage user expectations with timely follow-up on pending incident tickets.
  • Document problems - log all problems and inquiries in the helpdesk system, enter the ticket details in the description of the problem
  • Build strong relationships with internal and external customers/business
  • Maintain knowledge base and other documentation
  • Contribute to problem management and root cause analysis
Education and Experience:

  • Diploma, Bachelor's Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
  • At least 2-3 year(s) of working experience in Customer Service/ Service Desk Operation.
  • Fluent in Cantonese and English
  • Good analytical skills and an ability to define the precise nature of customer requirements
  • Ability to organize and prioritise your work in an effective manner
  • Ability to work under pressure, and works well in a team
  • Methodical and disciplined approach to work
  • Excellent Customer Service experience and focus
  • Active listening includes being alert and showing interest in what the customer is saying
  • Speak in terms that a customer can understand and view things from the customer's perspective
  • Pursues tasks with energy, drive, and a need to finish, even in the face of resistance or setbacks
  • Work systematically and adhere to stated operating policies and procedures
  • ITIL certified to Foundation level is desirable

ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both ITOCHU Corporation and CTC are listed on the Tokyo Stock Exchange with sales revenues of US$53 billion and US$3 billion respectively.

In Malaysia, the CTCG team has been serving enterprise customers from major commercial and government sectors for over 40 years, starting from when it was CSA, then subsequently CSC and now as part of the CTC and Itochu Group.

Powered by a team of 600 qualified and experienced IT professionals, CTCG supports its customers through a country-wide network of 23 service centres and delivers an extensive portfolio of systems integration solutions to enable businesses to operate more efficiently.