Service Desk Analyst (Korean Speaking)

IT Service Desk Analyst - Portuguese Speaker

Location : HCLTech, Federal Territory of Kuala Lumpur, Malaysia

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 minimum average handling time (AHT), rejected resolutions / Reopen Cases.
• 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 worklogs and follow shift / escalation process to forward complex problems to appropriate support specialists / route problems to 2nd and 3rd level IT support staff as required.
• Documentation : Record events, problems, and their resolutions in logs.
• Adhere to quality standards (voice and accent, Tech Monitoring), 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 from users to the appropriate internal team.
• Improvement : Identify and suggest possible improvements to procedures.

Job Requirements

Proficiency in using remote desktop applications and help desk software.

Seniority Level

Employment Type

Job Function

Industries

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