IT Service Agent

Responsibilities

• Provide 1st level troubleshooting to customer
• Respond to calls in a professional and courteous manner
• Follow call script processes to answer incoming calls, emails, etc
• Handle Incidents through the channels provided as part of incident handling services for providing of IT support to end users
• Log, Track and escalate related problems to the correct entity Responsible and take ownership of all calls till closure
• Monitoring and Tracking of incidents
• Dispatch onsite support if required
• Ensure Users is progressively informed of the case status
• Ad hoc duties as assigned

Requirement

• Higher Nitec / Diploma in Information Technology or equivalent
• Preferably to have at least 1 year experience in IT
• Training will be provided (eg. PC troubleshooting, resetting of passwords)
• Comfortable working environment
• Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.) is a plus
• Customer-oriented with good interpersonal and communication skills
• Team player, quick learner