Sepenuh Masa Service Desk Engineer Jobs, in Tata Consultancy Services Kuala Lumpur - Maukerja

Job Description / Responsibilities:

• Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
• Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
• The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities:

• Serving as the first point of contact for customers seeking technical assistance over the phone Chat or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services.
• Respond to email messages for customers seeking help.
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Install, modify, and repair computer hardware and software.
• Determining the best solution based on the issue and details provided by customers.
• Would be responsible for answering the end user query through inbound and outbound calls and chat and owning the self-service tickets created for IT Service Desk by end users.
• The associate has to report to the office all 5 days
• Language= English+ Japanese