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PERSOLKELLY Malaysia

IT Service Desk

Description


IT Service Management Specialist (Mandarin or Cantonese)

Working arrangement – Working from Home available for night shift arrangement, WIO for the other shifts. Working 5 days a week, shift pattern rotational in monthly basis.

Salary Scheme: Basic + Language Allowance + Shift Allowance (Variable) + OT + Flexible Allowances etc.

Intake Date: Either on 26 February or 4 March (7 vacancies)

Buyout option is available. It can be shortened to one month if the notice period is too long.

Job Summary:

This role oversees several key functions to ensure our customers receive the most from their Unified contact with client. This role is the single point of contact (SPOC) and is responsible for all the Reactive Support experience of the customer, including accountable for customer-facing ownership during escalations, and empowered to elevate/escalate within engineering based on business justification.

This will require establishing and maintaining strong relationships with current customers and addressing their technical support needs, while managing expectations and orchestrating internal client resources as needed to achieve those expectations to a high standard. Besides building strong relationships with customers, they must be able to understand the current products and services. Provide insights on the customer's problems and addressing pain points.

Job Description:

1. Technical Know-How

Knowledgeable in Azure, Dynamics 365, AWS, or any related tools/technologies

Tech-savvy, good knowledge of Cloud and IT Service Management

Assist customers' technical requests and take care of any technical issues.

2. Relationship Management

Build strong customer relationships, especially with key customer stakeholders and sponsors to enable quality solution planning, delivery execution and governance

Know the customer and understand their expectations with their reactive support experience

Understand the customer's business, priorities and IT objectives in order to develop and manage the delivery of support services to enable customers to fulfill the value of Microsoft products and cloud services

Focus on support issues and orchestrate support teams to resolve customer concerns to ensure customer satisfaction

Always strive to provide exceptional customer experience

Manage customer expectation and lead them to customer satisfaction

Keep track of key account metrics (defined internal metrics)

3. Incident Administration

Monitor reactive cases owned by internal support organizations

Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health

Communicate the progress to both internal and external stakeholders.

4. Escalation Handling

Handle high-risk escalations and gather/analyze information as needed to support the customer

Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders

5.Critical Thinking

Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention.

Establish a customer obsession approach that puts the customer and the customer operational health in the center.

DESIRED SKILLS AND EXPERIENCE

■ MUST TO HAVE:

- Minimum Diploma educational level

- Min total 5 years experience in technical support or relevant roles such as Azure, Cloud, 365 etc

- Must have domain knowledge and experience in supporting Microsoft products

- Proficient (spoke/written) in either Cantonese or Mandarin (either one will do)

■ Personality Requirement:

- Analytical skills with demonstrated problem solving ability

- Ability to work in a fast-paced environment

Posted in 2024-02-09

Expired in 2024-02-17

This vacancy has been closed