Kerja Sepenuh Masa Service Operations Specialist, Gaji tinggi MYR 2,500 di Vads Bpo Federal Territory - Maukerja

Area of Responsibilities:

The Level 1 Service Desk (L1 SD) shall be responsible for, but not limited to, the following:

1. Act as the Single Point of Contact (SPOC) for IT and Workplace-related incidents and service requests, ensuring timely assistance and professional communication with users.

2. Create, update, monitor, resolve, and close incidents and service requests within the Freshservice platform, ensuring accurate ticket logging, categorization, prioritization, assignment, and closure in accordance with established procedures and Service Level Agreements (SLAs).

3. Perform first-level investigation, diagnosis, troubleshooting, and resolution for incidents and service requests received via telephone, email, remote support tools, Microsoft Teams, Zoom Workplace, or other approved communication channels.

4. Provide first-line support for supported services, including:

o Telephony Systems (AMEYO, CMS, QMS, ZOOM, Avaya)

o Business Applications

o Email Services

o Workplace Services

o End User Devices

o Network Connectivity (Basic Troubleshooting)

o User Access Management

5. Escalate incidents and service requests beyond the Level 1 scope to the appropriate Level 2, Level 3, Workplace Team, Vendor, or Technology Support Team in accordance with escalation procedures.

Fields of Experience:

· Experience in IT Service Management (ITSM) platforms such as Freshservice or equivalent.

· Experience in Incident Management and Service Request Management processes.

· Experience in ticket logging, tracking, escalation, and closure activities.

· Basic knowledge of Active Directory (AD), Microsoft Outlook, Microsoft Teams, and Zoom Workplace.

· Experience in user account administration, password reset, and access provisioning activities.

· Basic knowledge of telephony platforms, CRM systems, email administration, and workplace support services.

· Basic understanding of network, desktop, and application troubleshooting.

· Experience in customer service, service delivery, BPO operations, or shared service environments will be an added advantage.

· Experience in SLA monitoring, vendor coordination, and stakeholder communication will be an added advantage.

Pay: RM2,400.00 - RM2,500.00 per month

Work Location: In person