ATOS IT Services & Solutions, Inc. Job Details in Malaysia

Job DetailsService Desk Analyst (Thai Speaking)

MY - Cyberjaya, MY - Selangor, Malaysia

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Reference no.

235468

Country

Malaysia

Region

MY - Selangor

City

MY - Cyberjaya

Position Type

Professional

Job Area

IT Support

Job Type

Full Time

Company

Atos

Company Information

Atos is a global leader in digital transformation with approximately 100,000 employees in 72 countries and annual revenue of around € 12 billion. The European number one in Big Data, Cybersecurity, High Performance Computing and Digital Workplace, The Group provides Cloud services, Infrastructure & Data Management, Business & Platform solutions, as well as transactional services through Worldline, the European leader in the payment industry. With its cutting-edge technologies, digital expertise and industry knowledge, Atos supports the digital transformation of its clients across various business sectors: Defense, Financial Services, Health, Manufacturing, Media, Energy & Utilities, Public sector, Retail, Telecommunications and Transportation. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline. Atos SE (Societas Europaea) is listed on the CAC40 Paris stock index.

For more information, visit: atos.net

Job Description

The range of activities and tasks to be undertaken by a First Level Support Analyst are to:

  • Take and receive all customer calls in a professional and courteous manner as well as providing advice and support.

  • To handle & reply incoming emails within timely manner each depending on accounts contractual SLA’s.

  • Respond to customers’ voice mail & Email messages;

  • Follow procedures to ensure all calls are identified as ‘in’ or ‘out’ of contracted scope;

  • Provide ‘first time fix’, wherever possible;

  • Apply known solutions, advice and guidance to customers;

  • Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams;

  • Log all calls, using the designated call handling system and entering detailed and accurate information;

  • To ensure ticket is raised for each call/email received and minimizing discrepancies between call & ticket ratio.

  • Perform end to end ticket management for all incidents & changes, ensuring each call is progressed till resolution.

  • Understanding of ticket priority and differences between IMAC’s, ensuring adequate service type to be applied on tickets.

  • Communicate with Incident Management, Change Management, Problem Management and respective support teams to confirm details of high severity, minor/major change or problem records.

  • Validate user equipment inventory data held within the inventory database;

  • Assign any problems which cannot be resolved during the call to the appropriate support group;

  • Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group;

  • Contact the customer to assess their satisfaction prior to the closing of a call;

  • Carry out appropriate level of technical investigation prior to escalating to the next level

  • Ensure effective escalation and hand-over of customer enquiries/problems to the correct AO resolving group, client Resolver Groups and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner

Job Requirements

GENERAL

  • Must have at least a diploma or Bachelor Degree in IT / Computer Science or equivalent

  • Professional certification is an added advantage – i.e. MCP/MCITP/MCSE, Lotus Notes, ITIL

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

  • At least 1 year’s experience of working in a helpdesk/call center customer handling environment; 2 years practical experience of operating PCs.

  • 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 native language and business fluent English

  • Required language(s): Thai and 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 environments

  • Methodical and disciplined approach to work

  • Self-motivation, drive and determination to succeed

  • Good personal time management and task organization

  • Ability to work well in a team and in a target oriented environment

  • Good understanding of customer satisfaction principles and practices

  • Willing to work on 24x7 shift hours including weekends/public holidays

Technical

  • Working knowledge of PC technologies and industry standard business desktop applications such as MS Office 2003 and MS Windows XP

  • Knowledge of cabling and network (LAN/WAN) architectures

  • Knowledge of Remote Desktop Management tools

  • Understanding of and ability to carry out quality assurance checks of work;

  • Ability to grasp new technical concepts quickly

  • Basic understanding of computers and how they are configured

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

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