Responsibilities and Accountabilities

• Record, categorize, prioritize and assign incidents and requests into the Service Desk Tool according to existing internal IT processes and Service Level Objectives.
• Analyse and troubleshoot all calls to the Helpdesk.
• Assign calls to the appropriate IT teams if the incident or request cannot be completed by the Helpdesk.
• Complete IT Administration tasks as directed by the IT Service Desk Manager.
• Develop, contribute and maintain Service Desk documentation.
• Ensure SLA compliance and closure of maximum tickets at L1 level.
• Perform IT administration functions including user, group and data administration.

Education and Specific Training

• SPM
• Diploma in relevant field
• Bachelor’s degree in relevant field

Work Experience

• Minimum of 1-2-year Tech Support experience; Relevant tertiary and/or professional qualifications or equivalent experience in an IT Service Desk environment.

Required Skills

• Usage of MS Office 2010, O365
• Use of CCMS or any equivalent system
• Tools knowledge:
  • Active Directory
  • Exchange Management Console
  • Citrix
  • Remote Desktop Software
  • Avaya Call Manager
  • Service Desk Ticketing System
• Typing speed : 40 wpm
• Language level : As per support queue

Competencies and Specific Skills

• Interpersonal skills
• Communication skills
• Problem solving
• Analytical Ability
• Adaptability
• Customer orientation
• Flexibility
• Stress tolerance
• Team building /teamwork
• KPI knowledge and understanding
• Transaction monitoring

Teleperformance Malaysia embraces diversity. Qualified applicants will be considered regardless of race, ethnicity, religion, age, gender or disability.