Desktop Support

Full Time, onsite
RiDiK (a Subsidiary of CLPS. Nasdaq: CLPS)
Cyberjaya, Malaysia

Salary undisclosed

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We are currently hiring for the above role with one of the top Global MNC clients.

Please go through the below job scope and do let us know if you're keen.

Key Responsibilities:

Take and receive all customer calls in a professional and courteous manner as well as providing advice and support
To handle and reply incoming emails within timely manner each depending on accounts contractual SLA
Follow procedures to ensure all calls are identified as in or out of contracted scope Provides first time fix whenever possible
Log all calls, using the designated call handling system and entering detailed and accurate information
To ensure ticket is raised for each call/ email received and minimizing discrepancies between inbound contacts and ticket ratio
Perform end to end ticket management for all incident and service request, ensuring call is progressed till resolution
Understanding of ticket priority, ensuring adequate service type to be applied on tickets Communicate with Incident Management, Change Management, Problem Management and respective support teams to confirm details of high severity, minor/ major change or problem records
Validate user equipment inventory data held within the inventory database
Assign any incident which cannot be resolved during the call to the appropriate support group
Carry out appropriate level of technical investigation prior to escalating to the next level
Provide remotely installation of hardware, software and application or upgrades on client’s systems where appropriate
Provide input to resolve end user complaints and dissatisfaction issues Maintain good and constructive relationship with clients and ensure client requirement are met within the agreed timescales