WTH - Service Desk Analyst (Cantonese Speaking)

chankitsing — Thu, 20 Apr 2023 17:18:48 +0800

Role: Service Desk Analyst (Cantonese Speaking)

Location: Cyber Jaya Selangor

Remuneration: Fresh IT graduate starting RM3500, Experienced up to 7k Nego (Contract Position, 1 year and renewable)

Main Job Tasks and Responsibilities:

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

Education and Experience:

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

Contact Person:
Interested please share your CV: kitsing.chan@ctc-g.com.my

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WTH - Service Desk Analyst (Cantonese Speaking)