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Intermediate Service Desk Engineer （ Mandarin Required）
Zonberation GroupKuala Lumpur, Kuala Lumpur, Malaysia13 hours ago
Job descriptionAchieve a First Contact Resolution (FCR) rate of ≥25% but Demonstrate working knowledge of business process routing rules, special handling procedures for critical business systems, and major incident criteria Resolve most business application issues using existing KB content while contributing new solutions Collaborate with business application specialists and business analysts to resolve complex issues Document and escalate system defects or enhancement requests to appropriate development teams Participate in user acceptance testing for business application updates and deployments Provide support for business process queries and guidance on system functionality Monitor and report on business application performance and user adoption issues 1 to 3 years of experience in a service desk or technical support role with exposure to business application support Experience with integration between business applications Data validation and basic reporting tools Familiarity with business-specific routing rules and escalation paths Ability to understand and support business-critical processes and applications Daily ticket volume : > Business user satisfaction scores Adherence to business-critical SLAs Knowledge base contributions for business processes Business application issue trend identification Seniority level : Associate Employment type : Contract Job function : Engineering, Information Technology, and Customer Service Industries : Information Services
Overview
We are seeking a Service Desk Intermediate Engineer with experience supporting business applications to join our IT support team. The ideal candidate will have practical experience supporting key business functions including marketing, CRM, ERP, and supply chain systems. You will be responsible for providing specialized technical assistance while developing expertise in business process support.
Responsibilities
- Provide technical support for business applications including CRM systems (e.g., Salesforce), marketing platforms, ERP systems, and supply chain management tools
- Handle a daily ticket volume of >
20 but
Qualifications
Performance Metrics
20 but
Details
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Service Intermediate • Kuala Lumpur, Kuala Lumpur, Malaysia
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