Key skills required for the job are:
• 1-3 Yrs. of experience in Service Desk/BPO support .
• Able to handle Mandarin & English language calls, Emails & Web tickets and willing to work in 12 x 5 shift environment
• Basic understanding of inter-relationship of software, hardware and communications Hardware trouble shooting skills Printer and Network issues
• Experience in PC Hardware configuration
• Handle first-level incident / problem determination and resolution on a 12x5 basis Service incidents and queries within the agreed service levels.
• Timely escalation of incidents to higher level when required. Log files monitoring for errors.
• Perform daily, weekly and monthly proactive housekeeping and monitoring activities Vendor Co-ordination, Perform basic Service Requests based on Standard Operating Procedures. Follow quality/ security process defined for the engagement
Service Desk, Helpdesk