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SERVICE DESK ENGINEER

RM 3,500 - RM 3,999 / Per Mon

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Key Responsibilities: • Ensure all calls and emails are handled promptly and within the agreed Service Level Agreement (SLA). • Classify and prioritize incoming incidents for proper management. • Track the progress of issue resolutions and provide regular follow-ups on the status of incidents. • Maintain ownership of support tickets, offering continuous updates to customers regarding outstanding issues. • Record all relevant information accurately and completely for each customer interaction. • Escalate incidents to second-level support as per established procedures. • Monitor and manage alerts from the Network Monitoring Systems, ensuring proactive resolution of issues. • Complete all customer requests within SLA and manage their expectations effectively. • Notify Managers in case of any major incidents affecting services