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Service Desk Agent
Accenture Southeast AsiaKuala Lumpur, Kuala Lumpur, Malaysia22 hari lalu
Penerangan pekerjaanAbility to speak, write and read in English. Strong problem-solving and analytical skills. Excellent verbal and written communication skills. Basic understanding of computer systems, mobile devices, and other tech products. Familiarity with various operating systems (Windows, Mac, Linux) and common software applications. Ability to work independently and as part of a team. Entry level Full-time Information Technology Business Consulting and Services
Overview
Role : Service Desk Agent (Level 1). The first point of contact for customers seeking technical assistance over the phone, email, or chat. Responsible for diagnosing and resolving technical issues, escalating more complex problems to higher-level support, and ensuring excellent customer service.
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
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Service • Kuala Lumpur, Kuala Lumpur, Malaysia