Service Desk Technical Support - Level 1 & Level 2

About the Role

• We’re looking for a ServiceDesk Technical Support who will require to manage our merchants/customers enquiries or issues via various communication mediums.
• To this end, you will need to be have a problem solving and team player mindset as you are require to work closely with other team mates or cross support engineers to resolve our merchant/customers queries.
• This role will be supporting on Malaysia, Singapore, Hong Kong (and other regions).

What You'll do

• Provide merchants/customers with a first point of contact for all incidents, queries and requests.
• To effectively manage the Service Desk by ensuring all Incidents or Service Request tickets are promptly attand,resolved or assign.
• To monitor and maintain SLA, chase/follow up outstanding tickets with merchant/customers or within internal support teams.
• To support the EPOS environments, ensuring that appropriate monitoring and support activities are addressed.
• To collaborate closely with internal support teams from other regions members to ensure all the issues/problems/escalations are resolve in a timely manner.
• Log calls as per procedures, and where possible provide immediate response for resolution.
• To ensure compliance to policies and standards for operational use in EPOS.

What You'll Need

• Diploma or High Diploma in Computer Science or related disciplines.
• Prefered ITIL V3 or V4 certified
• Minimum 1 year experience in IT industry.
• Familiarize with ticketing system (Zoho Desk as an add advantage) and ITSM workflow.
• Hands on experience in iOS operating system to enduser support ( added advantage ).
• Able to work on shifts.
• Good in English and communication skills that able to interact with colleagues in different markets.
• Fluency in spoken and written English and Chinese ( Mandarin & Cantonese )
• Good team player, self-motivated.
• Immediate available is highly preferred. Fresh graduates are also welcome.