Job title: Support Analyst

Location: Malaysia 

Job Type: Permanent 

 Requirements: 

Skill set & Experience 

• Experience of working in a large customer focused environment; 

• At least 1 year’s experience in a customer service industry, preferably IT based; 

• At least 2 years experience of working in a helpdesk/customer handling environment; 

• Fresh graduates with IT knowledge is welcome to apply. 

• Previous working experience in a multinational Service Desk/Helpdesk environment for 1 to 2 years is an definite added advantage 

• Good interpersonal skills and customer interface skills – both on the phone and in person with customers and colleagues 

• Good written and verbal communication skills – in particular verbal and telephone enquiry handling skills in business fluent English.

• Excellent listening skill 

• Good analytical skills and an ability to define the precise nature of customer problems; 

• Ability to conceptualize problems 

• Ability to give specific and clear instructions and problem-solving advice 

• Ability to organize and prioritize work in an effective manner 

• Ability to work under pressure and be decisive 

• Ability to support multiple accounts/customer environment 

• Methodical and disciplined approach to work 

• Self motivation, drive and determination to succeed 

• Good personal time management and task organization 

• Ability to structure and organize small projects 

• Ability to work well in a team 

• Good understanding of customer satisfaction principles and practices 

Technical 

• In depth knowledge of PC technologies and desktop/server hardware and software architectures 

• Knowledge of cabling and network architectures 

• Ability to grasp new technical concepts quickly 

• In depth knowledge of Microsoft applications used on PCs – MS Office 2003, MS Windows XP knowledge of Lotus Notes mail 

• Basic understanding of computers and how they are configured 

• Ability to identify and distinguish between hardware, software, network and server problems; 

• Skills in the use of PCs and associated software and applications; 

• Good knowledge of Atos Origin support teams and their interface with customers 

• Knowledge and experience in the use of customer request recording systems and Atos Origin Service Management Tool 

• Knowledge and experience in RAS support and general administration 

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