Service Desk Analyst (Vietnamese Speaking)

Service Desk Analyst (Vietnamese Speaking)

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 escal... (follow the original text)
• 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 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

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