BT Customer Helpdesk (1st Line) - Mandarin speaker in Malaysia

About Us

BT is one of the world’s leading communications services companies. We are a global leader in managed networked IT services, operating globally and delivering locally to help our customers succeed. We employ 89,000 people worldwide and serve the needs of customers in more than 170 countries, making us one of the largest professional service providers in our industry.

We serve a number of large multinational customers in the regions where we've set our presence. In addition we have many domestic customers including local Financial Services Industry, Telecommunication Providers, Government-linked companies (GLC) and Public Sector.

Responsibilities

  • Provide a single point of contact for all users to report issue and service requests.

  • Fulfill end-users’ requirements for resolving issues and accurately assign severities in the ticketing system.

  • Provide 1st level of technical IT support to users for troubleshooting and resolution IT problems via phone/emails.

  • Provide Level 1 remote troubleshooting support on desktop issues.

  • Provide Level 1 remote troubleshooting support on network and infrastructure issues.

  • Provide assistance to Level 2 support staff as and when requested.

  • Monitor and track the case that was logged and do proper follow-up to users on all outstanding cases till closure.

  • Provide review to ensure that all incident tickets/assignments are resolved and within SLA.

  • Document all reported incident, identify trends to assist in future problem resolution.

  • Perform daily/weekly/monthly reporting for Service Desk activities.

  • Willing to work 24x7 rotating shifts including weekends and public holidays.

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Requirements

  • Minimum Diploma with 2 years of experience in an IT Service Desk Support environment or Degree in Computer studies or equivalent.

  • In-depth knowledge of Windows desktop operating systems like Windows XP, Vista and 7.

  • Good understanding in network devices, able to perform 1st level network issue checking and problem isolation.

  • Good knowledge of Service Desk tools, Remedy, MS Office, Outlook, VPN, Lotus Notes, IE, network connectivity, PC troubleshooting, Microsoft Office Applications, PC assembly and network setup, etc.

  • General Knowledge of VM ware, Citrix Environment and hardware support.

  • Possess excellent Customer Service attitude and good communication skill, excellent listening and problem solving skills.

  • Able to communicate clearly and effectively across all levels.

  • Must be able to communicate in English or other languages will be added advantage.

  • Flexible and able to adjust to the fast-paced IT environment and user requirements.

  • Candidate must be able to adapt to changes and have flexibility in performing the support role.

  • Certification in ITIL and other certification in MCP, MCSA, MCSE would be an added advantage.

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Job: Customer Service and Contact Centres

Title: Customer Helpdesk (1st Line) - Mandarin speaker

Location: South East Asia-Malaysia

Requisition ID: 69707