Service Desk Agent

Working Hours : 24X7 Support including weekend support

Department : Service Desk

Reports To : Service Desk Manager

Job Summary : The Service Desk Agent Level 1 is the first point of contact for customers seeking technical assistance over the phone, email, or chat. This role is responsible for providing support by diagnosing and resolving technical issues, escalating more complex problems to higher-level support, and ensuring excellent customer service.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, chat or self-service portal.
• Provide first-level technical support and resolve hardware, software, and network issues.
• Assist customers with account setup, software installation, and troubleshooting.
• Diagnose technical issues based on customer descriptions and use remote support tools to resolve them.
• Escalate unresolved issues to Level 2 or higher support teams with detailed documentation.
• Follow up with customers to ensure issues are fully resolved.
• Record all support requests and resolutions in the service desk ticketing system.
• Contribute to the creation and maintenance of a knowledge base for common technical issues and solutions.
• Educate customers on best practices and preventive measures to avoid recurring issues.

Qualifications

Seniority Level

Employment Type

Job Function

Industries

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Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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