Job Details
Technical Helpdesk Associate
Technical Helpdesk Associate (SHD)
Malaysia
Malaysia
2019-05-21 09:41:34
- Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly
- Provide technical support on operational or maintenance of a personal computers/Applications/ other products/ peripherals using documented procedures and available tools
- Use appropriate troubleshooting techniques by using the relevant FAQ‘s and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises
- Responsible to meet customer SLA’s agreed in place
- Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level in order to resolve the issue to the customer's complete satisfaction
- Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management
- Perform ad-hoc tasks as assigned from time to time.