Service Desk Analyst (Telugu Speaking)

Service Desk Analyst

Location : Federal Territory of Kuala Lumpur, Malaysia

Posted : 3 days ago

Salary : MYR4,500.00 - MYR9,500.00

Job Responsibilities

• First Point of Contact : Serve as the initial point of contact for users seeking technical assistance via phone, email, or chat.
• Ensure positive customer experience and CSAT through First Call Resolution and a minimum average handling time (AHT).
• Troubleshooting : Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Issue Resolution : Determine the best solution based on the issue and details provided by users.
• Escalation : Direct unresolved issues to the next level of support personnel.
• Update work logs and follow shift / escalation process to route complex problems to appropriate specialists.
• Documentation : Record events, problems, and their resolutions in logs.
• Adhere to quality standards, regulatory requirements, and company policies.
• Follow-up : Follow up with users to ensure their issues are fully resolved.
• Feedback : Pass on any feedback or suggestions by users to the appropriate internal team.
• Improvement : Identify and suggest possible improvements on procedures.

Job Requirements

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Information Technology

Industries

IT Services and IT Consulting

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