About you

Technical Service Desk will be providing 1st level support to all IT Technical and Application support queries by providing onsite & remote working solutions, and understanding and resolving technical issues in a prompt and professional manner.

Your Day-to-Day

  • Possessed deep understanding of the company application, hardware & software and provide extensive 1st level support & troubleshooting.
  • Serving as the first point of contact for customers seeking technical assistance over the ticketing system, phone or email.
  • Performing onsite / remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determining the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures.
  • Be scheduled for on-call standby duties for problem resolution / escalation after working hours and weekend.
  • Require remote/onsite support after office hours, weekend or public holiday.

Your Know-How

  • Proven experience as technical helpdesk or other customer support role.
  • Tech savvy with working knowledge of office automation products, databases, and remote control.
  • Excellent analytical skills and problem-solving abilities.
  • Excellent verbal and written communication skills and customer oriented personal traits.
  • Dynamic, highly motivated and result-oriented team player with good interpersonal skills.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Experience with troubleshooting front-end technologies such as CSS, JavaScript, HTML, database technology (SQL / NoSQL) such as MySQL are considered as an added advantage.
  • Experience in troubleshooting cloud-native application such as AWS, Azure, Google Cloud are considered as an added advantage.