仕事内容
【JOB PURPOSE 】
The role of the Customer Service Technical is to provide Single Point of Contact for customers /user placing a service request for technical support. He/She is responsible to provide an efficient helpdesk service in ensuring company’s objective, goals, client’s expectations; requirements exceeded the
specified service level. He/She will be responsible to log incidents, service request, perform troubleshooting, diagnose, analyze, debug and provide resolutions guided by the defined procedures and time constrains.
【PRINCIPAL ACCOUNT ABILITIES】
1. Provide 1st line support to all users via any interaction tools available promptly from customer/user.
2. Responsible for assisting all customers/users with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
3. Answer calls promptly. Log incidents/calls onto the Helpdesk systems, assess priority, diagnose, troubleshoot and analyze and provide immediate solution within his/her capacity.
4. Assist in troubleshooting and solves incidents for user and escalates incident to necessary escalated personnel as required.
5. Ensure track, monitor and follow-up incidents/cases logged and manage incidents/cases closed within client’s Service Level.
6. Manage the activities of problem management database and maintain history records and related problem documentation.
7. Monitor Helpdesk activities and ensure performance and compliance within performance measurement and standards.
8. Provide appropriately scaled and timely data, reporting and analysis to support performance measurement. Ensuring reporting mechanisms and report format defined and agreed with client.
9. Inform appropriate supervisors/managers with concerns relating to operational issues; suggesting and implementing corrective action as necessary.
10. Coordinates Helpdesk work order assignments.
11. Provides scheduled and adhoc reporting from Helpdesk system to clients and management.
12. Participate in progress review and meeting as and when required.
13. Ensure thorough knowledge of company guidelines and procedures, assisting team members in the department with related questions and information.
14.Performs other related duties as assigned or requested.
