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Service Desk Associate

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This job is a Service Desk Associate role providing 1st level tech support. You might like this job because you will diagnose and escalate IT incidents, ensuring prompt resolution and quality service.

Undisclosed

Kuala Lumpur

Job Description

The role responsible in providing 1st level support for all incidents triggered by an alert/event from the monitoring system. This includes verifying reported outages, providing correct diagnosis, and escalating the issue to the relevant teams for major incidents. Key measurements include the timeliness of resolving the assigned tickets as well as the quality of the solutions provided.

Job Responsibilities

  • Perform remote troubleshooting through diagnostic techniques and by asking pertinent questions related to issue.

  • Fulfill the assigned change requests per established processes and documentation.

  • Escalate unresolved issues to the next level of support personnel and ensure accuracy of the details provided.

  • Follow-up and update customer status and information.

  • Ensuring all calls are attended.

  • Prepare daily report to management.


Job Requirements

  • Graduated with a Diploma/Bachelor’s Degree in Computer Science or IT - related field.

  • Working knowledge of ITIL and its application within a Command Center environment.

  • 2 to 3 years of experience in IT service and support operations. Has prior experience in providing remote support for other countries will be added advantage.

  • Possess a working knowledge of Microsoft Windows XP/7/10, Microsoft Office, O365, Active Directory, Hardware & Software Troubleshooting.

  • Basic to intermediate understanding of networking technologies involving LAN/WAN, firewall and proxy.

  • Must be able to write, read and communicate fluently in Mandarin, Bahasa Malaysia & English.

  • Able to work on shift (8am to 8pm shift, 8pm to 8am shift) and public holidays to support end users based in other countries.


Company Benefits

Optical coverage

Employees have access to claim for prescription glasses and contact lenses.

Employee assistance program

Employees have access to employee assistance on challenges related to work, family, relationships and finances.

Health screening program

Employees can enjoy the benefits of comprehensive health screening at any clinic of their choice.

Bonuses

Our bonus programs reward our people for their achievements and their contributions to our business.

Recognition awards

Our recognition program involves both monetary and non-monetary awards which can be endorsed by fellow colleagues.

Performance equity

Our leadership equity grants are awarded to recognize exceptional performance or a significant career milestone.


Additional Info

Company Activity

Last active - few hours ago


Company Profile

Accenture Malaysia-logo-image

Accenture Malaysia

Reinvent what your business could be Our wide range of capabilities, ecosystem partnerships and unmatched industry expertise can help your business become the next best version of itself. Accenture can drive a "One Ecosystem" approach via collaboration across multiple organizations with common objectives and driving completely new sources of value. We help our clients advance their environmental, social and...