Responsibilities:
1.Provide the first-level support for customers and answer the service call of the IT Information Technology
2.Resolve reported incidents according to the process and provide high-quality IT services to the customers
3.Escalate the complicated unresolve problem to tier two or tier three support teams. The escalation tasks place either through call transferring or ticketing systems
4.Proper handling the tickets on time and in accurately manner. Follow the ITSM standard such as Service Request Management, Incident management and Change Management etc to manage the activity. Escalate any outstanding issue/case to management
5.Follow up with the customer if the problem is complicated without final resolution. Provide temporary or workaround solution to customer until the problem was resolved with customer’s satisfaction
6.Make sure tickets are updated according to defined Service Level Agreements
7.Verify all open tickets are in correct state
8.Track the call performance to improve the job satisfaction
9.Participate in ongoing knowledge and skill development activities
10.Complete other tasks assigned by supervisors

Qualification or Experience:
1.Diploma or higher in Information Technology or relevant field is preferred
2.Minimum 1 years’ Service Desk, Help Desk, or technical Call Center experience strongly preferred. Relevant IT operation and maintenance experience or electronic computer major is preferred
3.General awareness of computer systems, PC repairment and network management
4.Any Microsoft Certification is advantage
5.Have a strong sense of service, good communication skills, wiring experience is preferred
6.Effectively manage length of calls/handle time
7.Positive, Proactive and can-do attitude
8.Able to accept shifts working schedule
9.Command of spoken and written basic English