❖ Provide first line technical support to clients, diagnosis and resolution of client problems.
❖ Serve as the first point of contact for users seeking technical assistance over the phone or email,
❖ Perform remote troubleshooting through diagnostic techniques and pertinent questions
❖ Determine the best solution based on the issue and details provided by users
❖ Walk the users through the problem-solving process
❖ Direct unresolved issues to the next level of support personnel
❖ Provide accurate information on IT products or services
❖ Record events and problems and their resolution in logs
❖ Follow-up and update user’s status and information
❖ Pass on any feedback or suggestions by users to the appropriate internal team
❖ Identify and suggest possible improvements on procedures
❖ Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective L2 engineers
which may range from very straightforward problems through to more complicated issues.
❖ Handle interaction and updates customer on Incident status/resolution in accordance with SLA.
❖ Work with internal and external resolver groups regarding queries by end user on incident status on daily basis to
ensure issue resolution in accordance with Service Level Agreement (SLA).
❖ Tickets/Incidents are acknowledged on time and business user expectation are set and kept up to date on their ticket
progress. Incidents are properly updated with all relevant information
❖ Record and classify all customers and queries
❖ Respond to and diagnose incidents in a customer focused environment by demonstrating strong ability to perform
Technical Helpdesk Skills.
❖ Prioritize and resolve issues identified by customers and other teams in a timely manner.
❖ Manage customer complaints and queries
❖ Maintain a high degree of customer service for all support queries to ensure that service level standards are exceeded
❖ Meet all KPI set by operation management team.
❖ Any other duties that may be assigned from time to time for the benefit of the Employer
ESSENTIAL CRITERIA
Candidate must possess at least a Diploma, Advanced/Higher/ Graduate Diploma,Bachelor's Degree, Computer
Science/Information Technology, or equivalent.
Required skills: Service desk, Technical Helpdesk.
- Required language (s): Malay and English
- At least 1-3 year(s) of working experience in the related field is a plus
- Preferably Junior Executives specializing in Technical and Helpdesk Support or equivalent.
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of retail computer systems, mobile devices and other tech products ABOUT SSQUAD vh
Service Desk Support Job Description SKILLS/ REQUIREMENTS RESPONSIBILITIES CAREER SUMMARY
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Customer-oriented and cool-tempered
- An analytical mind and strong problem-solving ability
- Willing to work in 24/7 on rotation and shift environment and on public holidays.
- Experience in supporting Retail environment will be an added advantage
- Able to work independently.
Pay: Up to ₹300,000.00 per year
Benefits:
Application Question(s):
- How may days notice period do you have?
- What is your current salary ?
- What is your salary expectation?( budget 3 LPA)
Experience:
- IT Service desk/support: 2 years (Preferred)
Language:
Location:
- Bengaluru, Karnataka (Preferred)
Work Location: In person
