Helpdesk Analyst (1 year contract)

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Experian Singapore
  • 18 Apr 19

Helpdesk Analyst (1 year contract)

  • Spends the required number of hours of online time per day on the phones assisting clients.
  • Should resolve cases primarily at desk via remote method.
  • Provides thorough first and some limited second level technical support to resolve employee and client problems, and acts as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems.
  • Able to prioritize incoming request via phone vs request via emails from employees and clients for proper service management and KPI achievement.
  • Receives employee and client requests for company products, services or other application assistance, identifies the source of the problem, determines the appropriate course of action to resolve the problem, using internal and external information sources and coaches the user through the resolution process.
  • Able to own, maintain and resolve all cases which is assigned to you end to end.
  • Assists employees and clients in completing or troubleshooting software installations, upgrades, communication and other application problems and/or walkthroughs.
  • Following all departmental guidelines thoroughly documents and tracks all client reported issues using the current problem management application.
  • Operates as the Expert Agent for assigned technology and/or applications and handling all responsibilities of that function.
  • Achieves at minimum a level 3 or above in their Key Responsibility Area goals.
  • Directly handles escalated issues assigned to them by the department Manager, Supervisor, or Lead.
  • Assists management with support-related tasks.
  • Makes recommendations for process improvements and technology changes within the department and helpdesk team.
  • Assists with training and/or cross training of newly hired technicians, or existing technicians requiring or seeking additional training.
  • Minimum of 2-3 years of customer of technical service/support required.
  • Previous call center experience preferred with MNC company exposure.
  • Strong remote troubleshooting skills with PC, Internet knowledge, Microsoft outlook, problem solving, analytical, and customer service skills required.
  • Experience on CISCO VPN, Polycom, blackberry troubleshooting & basic Networking will be added advantage.
  • Applicant should have ITIL framework knowledge.
  • Possess a Degree in IT, Computer Science, Software Engineering or equivalent.
  • Excellent verbal communication skills.
  • Applicants must be willing to work in Cyberjaya.
  • Preferably Junior Executives specializing in IT/Computer - Network/System/Database Admin or equivalent.
  • 24X7 support inclusive of weekend - based on operational requirement.