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

Job DetailsService Desk Analyst (Thai Speaking)

MY - Cyberjaya, MY - Selangor, Malaysia

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MY - Selangor


MY - Cyberjaya

Position Type


Job Area

IT Support

Job Type

Full Time



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.

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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


  • 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


  • 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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