Technical Help Desk Associate - (Shared Help Desk)

Responsibility
1. Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly
2. Provide technical support on operational or maintenance of a personal computers/Applications/ other products/ peripherals using documented procedures and available tools
3. Use appropriate troubleshooting techniques by using the relevant FAQ‘s and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises
4. Responsible to meet customer SLA’s agreed in place
5. Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level in order to resolve the issue to the customer's complete satisfaction
6. Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management
7. Perform ad-hoc tasks as assigned from time to time.

Skills
1. Candidates should be willing to work in shifts depending upon the business requirement (the shifts can be 8 hrs/12 hrs,Day/Night/custom coverage hrs).
2. Bilingual English and other Asian language
3. Minimum 3+ years hands on experience in helpdesk job
4. Working knowledge of fundamental operations of relevant software, hardware and other equipment
5. Knowledge of relevant call tracking applications
6. Knowledge and experience of customer service practices
7. Related experience and training
8. Oral and written communication skills
9. Learning skills
10. Customer service orientation
11. Problem analysis
12. Problem-solving
13. Adaptability
14. Planning and organizing
15. Attention to detail
16. Stress tolerance